{"took":272,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":25,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"2310421","_score":25.734398,"_source":{"product":"Mortgage","complaint_what_happened":"I mailed my mortgage payment to PennyMac Loan Services on XXXX XXXX, XXXX ( I have proof of doing so ), but my payment was not credited to my account until XXXX XXXX, XXXX, the day after the payment is considered late. PennyMac has in the past credited my payment later than the day that it was received. I know this because I have sent some past payments by certified mail and I saw that, on occasion, PennyMac did not provide a credit to my account on the day the payment was received. \nThis is not the first time that I have filed a formal complaint against PennyMac with CFPB regarding this same issue. I also filed a complaint on XXXX XXXX, XXXX. On that occasion, I had mailed my payment to PennyMac on XXXX XXXX, XXXX, and PennyMac did not credit it until the day that I filed the complaint on XXXX XXXX, XXXX. \nAt this point, I think that this is a pattern of behavior for PennyMac. When I called PennyMac yesterday to complain about my payment being credited late, they immediately started encouraging me to pay my mortgage in other ways ( such as electronic payments ). My impression is that they would rather I use another method to make my payments instead of mailing in a check every month. \nThis would all appear to be extremely unscrupulous. At this point, I want PennyMac to sell my loan to a company that will fairly credit my payments in a timely manner as required by law. I have never had a late mortgage payment and it is a pain in the neck to have to take extra measures to be able to prove that I mailed in my mortgage payment on time every month. \nOn this occasion, PennyMac did not credit my payment to my account until 12 days after I mailed it, then they charged a late fee to my account. When I asked the customer service representative why they did not credit my account in a timely fashion, she said the same thing that they said 2 years ago : We had bad weather across the country and it held up the mail. She even said that they had trouble getting to their lockbox even though it is in XXXX, Texas. \nThe bottom line is that this is the second time that I have submitted a formal complaint to CFPB about this practice at PennyMac. It is a heavy burden to write a large check every month for my mortgage and not know whether I will receive the credit that I am supposed to receive under law. At this point, it is clear that this is not an isolated incident with PennyMac. I will enclose an official Certificate of Mailing from the U.S. Postal Service showing that I mailed my payment on XXXX XXXX, XXXX, as I previously stated. \nIt is completely unreasonable that PennyMac credited my payment a full 12 days after I mailed it. Whenever I have sent my payment using Certified Mail, it usually arrives at PennyMac in 3 days. Occasionally, it takes 4 days but never more than that. It is obvious that PennyMac has not credited my account in a timely manner and this is the second time that this has happened. This is a pattern and they should sell my loan to a company that will credit my account on the day that they receive the payment as is required by law.","date_sent_to_company":"2017-01-25T14:21:05.000Z","issue":"Loan servicing, payments, escrow account","sub_product":"Conventional fixed mortgage","zip_code":"20721","tags":null,"has_narrative":true,"complaint_id":"2310421","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PENNYMAC LOAN SERVICES, LLC.","date_received":"2017-01-25T14:21:04.000Z","state":"MD","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["At this <em>point</em>, I want PennyMac to sell my <em>loan</em> to a company that will fairly credit my <em>payments</em> in a timely manner as required by law. I have never had a late <em>mortgage</em> <em>payment</em> and it is a <em>pain</em> in the neck to have to take extra measures to be able to prove that I mailed in my <em>mortgage</em> <em>payment</em> on time every month. \nOn this occasion, PennyMac did not credit my <em>payment</em> to my account until 12 days after I mailed it, then they charged a late fee to my account."],"product":["<em>Mortgage</em>"],"issue":["<em>Loan</em> <em>servicing</em>, <em>payments</em>, escrow account"],"company":["PENNYMAC <em>LOAN</em> <em>SERVICES</em>, LLC."],"sub_product":["Conventional fixed <em>mortgage</em>"]},"sort":[25.734398,"2310421"]},{"_index":"complaint-public-v1","_id":"3237378","_score":22.59756,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"My complaint is harassment  and penalizing  treatment by Midland Mortgage aka Midfirst Mortgage aka Midland Bank, incorrect information reported to credit reporting agencies, misuse of escrow funds, over charges of escrows, forced insurance purchase, not abiding by established mortgage terms after purchase of loan from XXXX XXXX. \n\nXXXX XXXX XXXX Midland Mortgage purchased my mortgage from XXXX XXXX. Hurricaine Florence hit XXXX XXXX my area was declared a disaster area by FEMA and the President. I requested a deferment from XXXX, and was granted a via letter dated XXXXforbearance thru XX/XX/XXXX w/ my loan being current the next payment due XX/XX/XXXX for a total of 3 payments. Immediately upon being notified of the new mortgage servicer Midland I contacted them early XX/XX/XXXX and sent copy of the granted forbearance. From that point I have received countless letters stating I was delinquent despite the approved deferment/forebearance. They sent me a letter on or about XX/XX/XXXX my wind and hail ( extra insurance NOT REQUIRED by XXXX ) was expired. That Midland purchased w/my escrows Wind and Hail from their Ins. Co., ( Force Purchase, Midland a party to a past class action suit force purchasing Ins. for homeowners ) I on XXXX XXXX XXXX provided proof of Wind and Hail I purchased good thru XX/XX/XXXX and was paying for in good standing. This forcing Midland to cancel their Forced Purchase. Midland at that point Took funds from my Escrow Acct. and purchased Wind and Hail again at full price of {$1700.00} ( I was already paying for causing Duplicating payments ) ) causing my Escrows to go in arrears. They also are demanding xtra escrow above the needed balance to pay the bills. My monthly escrow payment went from {$240.00} to {$650.00}. \nMidland Mortgage pressured me to apply for a Loan Modification and sent applicable plan which increased my Mortgage Interest rate to more than 5.4 % from a 3.8 % I currently had. This would have given Midland more than {$100000.00} over the life of the loan. I refused the modification and informed Midland I would pay up what I owe n my own. I spoke w a male supervisor who threatened me if I did not accept the Modification plan that they would report to the credit reporting agencies late payments. I rebuffed and stated the previous forbearance d/t disasters should not report the forbearance as late or delinquent. I subsequently expressed Midland was unfair, harrassing  and deceptive in not explain consequences of a forbearance in my initial notification to them. I paid all owed mortgage payments w/I 3 months. and am current in my mortgage since. Midland reported to the credit agencies 90, 60 and 60 days late payment even though I pain all owed. All conversations and calls to them  have been recorded by them. I had an attorney sent a letter w/no resolution.","date_sent_to_company":"2019-05-17T13:12:14.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"285XX","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"3237378","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"MIDFIRST BANK","date_received":"2019-05-09T19:06:37.000Z","state":"NC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["I requested a deferment from XXXX, and was granted a via letter dated XXXXforbearance thru XX/XX/XXXX w/ my <em>loan</em> being current the next <em>payment</em> due XX/XX/XXXX for a total of 3 <em>payments</em>. Immediately upon being notified of the new <em>mortgage</em> <em>servicer</em> Midland I contacted them early XX/XX/XXXX and sent copy of the granted forbearance. From that <em>point</em> I have received countless letters stating I was delinquent despite the approved deferment/forebearance."]},"sort":[22.59756,"3237378"]},{"_index":"complaint-public-v1","_id":"3237510","_score":21.93968,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"My complaint is harassment and penalizing treatment by XXXX XXXX aka XXXX XXXX aka XXXX XXXX, incorrect information reported to credit reporting agencies, misuse of escrow funds, over charges of escrows, forced insurance purchase, not abiding by established mortgage terms after purchase of loan from XXXX XXXX. \n\nXXXX XXXX XXXX XXXX XXXX purchased my mortgage from XXXX XXXX. Hurricaine Florence hit XXXX XXXX my area was declared a disaster area by FEMA and the President. I  requested a deferment from XXXX, and was granted a via letter datedXX/XX/XXXXforbearance thru XX/XX/XXXX w/ my loan being current the next payment due XX/XX/XXXX for a total of 3 payments. Immediately upon being notified of the new mortgage servicer XXXX I contacted them early XX/XX/XXXX and sent copy of the granted forbearance. From that point I have received countless letters stating I was delinquent despite the approved deferment/forebearance. They sent me a letter on or about XX/XX/XXXX my wind and hail ( extra insurance NOT REQUIRED by XXXX ) was expired. That XXXX purchased w/my escrows Wind and Hail from their Ins. Co., ( Force Purchase,  XXXX a party to a past class action suit force purchasing Ins. for homeowners ) I on XXXX XXXX XXXX provided proof of Wind and Hail I purchased good thru XX/XX/XXXX and was paying for in good standing. This forcing XXXX to cancel their Forced Purchase. XXXX at that point Took funds from my Escrow Acct. and purchased Wind and Hail again at full price of {$1700.00} ( I was already paying for causing Duplicating payments ) ) causing my Escrows to go in arrears. They also are demanding xtra escrow above the needed balance to pay the bills. My monthly escrow payment went from {$240.00} to {$650.00}. \nXXXX XXXX pressured me to apply for a Loan Modification and sent applicable plan which increased my Mortgage Interest rate to more than 5.4 % from a 3.8 % I currently had. This would have given XXXX more than {$100000.00} over the life of the loan. I refused the modification and informed XXXX I would pay up what I owe n my own. I spoke w a male supervisor who threatened me if I did not accept the Modification plan that they would report to the credit reporting agencies late payments. I rebuffed and stated the previous forbearance d/t disasters should not report the forbearance as late or delinquent. I subsequently expressed XXXX was unfair, harrassing and deceptive in not explain consequences of a forbearance in my initial notification to them. I paid all owed mortgage payments w/I 3 months. and am current in my mortgage since. XXXX reported to the credit agencies 90, 60 and 60 days late payment even though I pain all owed. All conversations and calls to them have been recorded by them. I had an attorney sent a letter w/no resolution.","date_sent_to_company":"2019-05-09T20:09:28.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"285XX","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"3237510","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2019-05-09T20:09:23.000Z","state":"NC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["I  requested a deferment from XXXX, and was granted a via letter datedXX/XX/XXXXforbearance thru XX/XX/XXXX w/ my <em>loan</em> being current the next <em>payment</em> due XX/XX/XXXX for a total of 3 <em>payments</em>. Immediately upon being notified of the new <em>mortgage</em> <em>servicer</em> XXXX I contacted them early XX/XX/XXXX and sent copy of the granted forbearance. From that <em>point</em> I have received countless letters stating I was delinquent despite the approved deferment/forebearance."]},"sort":[21.93968,"3237510"]},{"_index":"complaint-public-v1","_id":"11062396","_score":19.257545,"_source":{"product":"Mortgage","complaint_what_happened":"XX/XX/year> To : Shellpoint Mortgaging Service This Complaint is to Report Fraudulent Fees {$6300.00} Indiscriminately Added to my XX/XX/year> Mortgage Statement, and to request they be removed immediately. \n\nThis is also to report Underhanded, Misleading Behavior and Actions on the part of Shellpoint Mortgage Loan Servicing Employees, ie Customer service and loss mitigation personnel, et al over the last 2.5 months. \n\nRE : Shellpoint/ NewRez On XXXX, XXXX, XXXX  my mortgage account was reinstated with Shellpoint XXXX \n\nDays before the reinstatement my seasoned NY attorney asked Shellpoint attorneys for the full amount of all charges and fees for Shellpoint, Forward and Back. They emailed her back the Final amount, which she emailed to me.\n\nAt that point, my attorney also requested the reinstatement payment date be pushed back a couple days. She knew I was about to receive a {$20000.00} XXXX  towards reinstatement fees. From a Government agency that was helping me due to my illness.\n\nShe informed Shellpoint attorneys I had written confirmation from the XXXX, which confirmed XXXX  would be dispersed in the next seven days. \n\nBut Shellpoint attorneys refused to give the small extension to receive the XXXX that was to be mailed directly to them. \n\nThey said the reinstatement payment must be received and all completed by XX/XX/XXXX. \n\nI paid the final reinstatement amount by the due date they gave us. \n\n* Shellpoints refusal to allow a couple days more for payment caused me to lose enormous financial assistance. That would have made a BIG DIFFERENCE going forward, for ease in mortgage payments. XXXX I wouldnt be asking for lower monthly payments now!!! \n\n\n\n\n\nXXXX XXXX XXXX XXXXXX/XX/year>, I contacted Shellpoint to let them know I have my own insurance policy, and would be sending it to them in the next two days, which I did. \n\nThe associate I spoke with XXXX pulled up my account and said I see you owe fees of {$6300.00} on your account. \n\nI said thats not possible. What are those fees for? \n\nHe said he didnt know, but most likely for foreclosure and reinstatement fees I said NO WAY!!! \n\nI knew immediately this was wrong and they were being deceitful. \n\nI contacted my attorney. \n\nI told her Shellpoint was trying to charge me more for the reinstatement and/or foreclosure fees. \n\nShe said Thats Unbelievable. I asked them for All Charges! \n\n*See attorney email response enclosed. \n\nXXXXThis is Unacceptable and Deceptive. They need to remove those fees immediately. \n\nXXXX XXXX and XXXX mortgage statements enclosed here. \n\nXXXXFURTHER MORE : On XX/XX/year> I applied for a loan modification/lower monthly payments with a Shellpoint associate over the phone. He said I will hear back in XXXX to 7 days. \n\nOn XX/XX/year> I called Shellpoint and got my XXXX, ( Single point of contact ) and I inquired about the XX/XX/XXXX loan modification application status. \n\nHe said he wasnt aware of any XX/XX/year> loan application call & no record of it. \n\nHe then told me that he/Shellpoint had put me in forbearance without my permission?!!\n\nHe said because I was in default they put me on forbearance right away.\n\nI said I dont understand why you would do this this?\n\nI simply asked for a loan modification, not a Forbearance. \n\nAnd Its only XX/XX/XXXX. \n\nIm not default.\n\nI still have time to make a timely payment before the grace period ends.\n\nI asked about the loan modification again.\n\nHe told me I needed to be in default for three months before I could apply for a loan modification, and also emailed this as a reminder to me. \n\nSomething didnt seem right to me, so I took a moment to try and understand. \n\nWithin an hour, on the same day, XX/XX/year>, I call Shellpoint again and got an associate named XXXX XXXX. \n\nI told him I was put on forbearance without my permission and I want to be taken off. He said I think its too late. I said what do you mean its too late? I never gave permission for this. \n\nHe said he would speak to an associate to see what they could do, but thinks its too late to cancel the forbearance. \n\nHe put me on hold, and came back-and-forth several times telling me he needed more time to look into this. \n\nAfter 40 minutes of me holding, he hung up on me! The automated message that came on said Please try your call again another time Horrible!!\n\nI was unable to call back then. But I emailed Shellpoint loss mitigation about the forbearance matter immediately after.\n\nAs Im dealing with a debilitating illness that causes massive fatigue, pain and brain fog, This is very stressful and a lot to process in the middle of all of that.\n\nMy XXXX  continued to tell me and email me I needed to wait three months before applying for a loan modification. \n\nI ended up agreeing to the forbearance only out of exhaustion and confusion. \n\nAfter that, the same XXXX  that put me into forbearance without my permission, had the audacity to tell me that I could not apply for a loan modification if I was in forbearance!!! \n\nSo it appears this was a scheme for him/them to put me in forbearance to slow down my ability to get a loan modification. \n\nThis is deceptive practices. \n\nHe also told me that my XXXX XXXX  loan does not allow loan modifications before three months of default. \n\nI called XXXX XXXX and spoke to an executive there and she said thats incorrect what the XXXX said. \n\nShe said I could apply for a loan modification at any point if there is Imminent Default. Which is exactly why I was applying. \n\nI told her they had put me in a forbearance. \n\nShe said you can still apply for modification after the second half of your forbearance, in this case towards the end of XXXXbeginning of XXXX. \n\nIn complete contrast to what my XXXX was telling me. \n\nShe also said, The amount accumulated during the forbearance can be rolled into the modification amount. \n\n( I also emailed all the above to the loss mitigation department of Shellpoint on XX/XX/year> ) XX/XX/year> : Shellpoint has now confirmed by letter that on XX/XX/year> they received my loan modification application and they dont need any further documents from me. \n\nXXXX 2024 : I called both customer service and loss mitigation at Shellpoint XXXX confirm the confirmation letter, and when I would hear about my request for loan modification/ lower monthly payments. \n\nThe supervisor I spoke XXXX, tried to tell me it wasnt a loan modification I was requesting, it was a \" Loan Refinancing, and I needed to go elsewhere for that. \n\nI said That is ABSOLUTELY NOT what Im asking for!! \n\nI read to her the language directly from the new Rez/Shellpoint website my attorney sent me about their loan modification, Shellpoint Loan Modification : Usually your missed mortgage payments, get added to your total principal balance and become due at the maturity date of the loan. It is common for loan modifications to offer reductions in interest rates, extended maturity dates, and sometimes they lower the monthly mortgage payments. \n\nThis, right there in the language of their website! \n\nHere again a Shellpoint associate/supervisor, giving more misleading and wrongful information! \n\nWHY? To drag me through the mud and throw me off with my modification request every way they could? \n\nThis is Harassment, As Well as Financial Exploitation. \n\nNOTE : *All phone calls I refer to above were recorded, dated and saved by me, Ive also emailed, sent certified letters, faxes, and in writing to specific departments for dispute and loan modification. Everything is documented. Supporting documents are enclosed or will be forwarded if needed. \n\n*Reminder to Shellpoint/New Rez : They need to remember they are privileged to be able to make money from our asset. This is my asset not yours, I hope to see you make the amends I have requested here. \n\nThank you.","date_sent_to_company":"2024-12-06T03:08:10.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"10014","tags":null,"has_narrative":true,"complaint_id":"11062396","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2024-12-06T01:56:48.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure"},"highlight":{"complaint_what_happened":["XX/XX/year> To : Shellpoint <em>Mortgaging</em> <em>Service</em> This <em>Complaint</em> is to Report Fraudulent Fees {$6300.00} Indiscriminately Added to my XX/XX/year> <em>Mortgage</em> Statement, and to request they be removed immediately. \n\nThis is also to report Underhanded, Misleading Behavior and Actions on the part of Shellpoint <em>Mortgage</em> <em>Loan</em> <em>Servicing</em> Employees, ie Customer <em>service</em> and loss mitigation personnel, et al over the last 2.5 months."],"product":["<em>Mortgage</em>"],"issue":["Struggling to pay <em>mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[19.257545,"11062396"]},{"_index":"complaint-public-v1","_id":"4987142","_score":19.091757,"_source":{"product":"Mortgage","complaint_what_happened":"XX/XX/2021 My name is XXXX XXXX and I live at XXXX XXXX XXXX XXXX, OH XXXX. I feel I have been discriminated against, misled and retaliation has been taken because of a complaint I filed. I was not given Covid assistance when I requested it from my lender, my credit report has incorrect damaging information and my health has drastically been affected by the treatment I have received. I was unable to get help and my situation worsened in the process from acts done by Shellpoint Newrez. \n\nI have been on XXXX for years now due to XXXX XXXX, XXXX XXXX and XXXX. I explained the situation to numerous people and begged for help that was offered to all. I still have not received any help and I have no hope of this situation being resolved. After all my efforts I now have lost a credit card ( due to incorrect information from Shellpoint/Newrez ). My credit score has gone down over 100 points due to their information inaccurately being reported to credit bureaus. I had worked for years to have a good credit score, my score was XXXX until Shellpoint reported incorrect information to the credit bureau. All I have asked is what the government offered to everyone and I have not received any help or assistance with this matter. I have been ignored, given inaccurate information and been treated rudely during this whole process. \n\nI ask that someone help me with this inequality in the system. I have listed dates and information below. I was given multiple people as my loss mitigation specialist, I was tossed around and not given respect or help. I also attached emails and letters NewRez sent regarding my complaint against them. My credit score took over a 100 point loss after this due to NewRez reporting incorrect information, In XXXX I got approval through XXXX XXXX XXXX for 6 months house payments, the information was sent to NewRez and it is now XXXX, my house payment was taken out and no response regarding XXXX XXXX XXXX from NewRez. \n\nI also found my credit report was hurt by NewRez incorrectly reporting a partial payment in XXXX, which is incorrect. This brought my credit score down over 130 points and my XXXX credit card was revoked. This information I found out this first week of XXXX. \n\nBelow I have pasted several things I have found that lead me to believe I would be able to get help with no problem. I don't understand why this has turned into such a life altering situation.None of what is stated below was made available to me. \n\nI am hoping my mortgage will get the modification it was entitled to in XX/XX/2021, adjusting my mortgage balance to reflect the monies that would have gone to principal had I received the modification. I want my credit report fixed- this should be done regardless. I want Shellpoint to mail a letter to me and XXXX explaining their error and following through till it is corrected. I don't think this is too much to ask since lawyers are offering pain and suffering due to mortgages and banks not living up to their responsibilities. My XXXX, XXXX and XXXX are through the roof. I have not been able to deal with these multiple issues because I am unable to concentrate when all of these factors are present and it has taken me this long to reach out to someone to make them accountable. \n\nThank you for your time and consideration with this matter. Should you have any questions I can be reached at XXXX. Please leave a message as I am receiving scam calls since I reached out to request help. \n\n\nSincerely, XXXX XXXX XX/XX/2021 I called NewRez after seeing the XXXX XXXX XXXX program online and was told it was not offered. \n\nXX/XX/2021 Talked to XXXX XXXX explaining I was struggling and Im with XXXX XXXX and was requesting a loan modification to avoid going into foreclosure. He said since housing values have gone down, having an appraisal to get the loan modification would possibly make my interest rate and payment go up. I told him that would only make matters worse. I have borrowed money, used credit cards to keep up. My son has had XXXX twice, my daughter-in-law has XXXX and has had XXXX twice and I have had my granddaughter and I need assistance. \n\nXX/XX/2021 XXXX I called in to NewRez and was routed to a loss mitigation specialist for financial hardship - XXXX XXXX from customer service transferred me to XXXX XXXX who only looks at delinquent loans and mine is current. A hardship form will be mailed out. \n\nXX/XX/2021 Assigned XXXX XXXX as point of contact. \n\n\nXX/XX/2021 Point of contact now XXXX XXXX. Spoke with him and he stated it should be no problem to get loan modification lowering my interest rate and keeping the same terms. He would send it up and should get back to me by the end of week. \nI did not hear from him after sending multiple emails : XX/XX/2021 XXXX XXXX. I spoke with XXXX XXXX and sent a paper thru email to fill out and to send proof of income ( XXXX XXXX XXXX ) and payments or bank statements using loan ID XXXX and he would send up for an approval on loan modification. Also had me enclose a hardship letter. I explained I was paying over 40 % of my income on my mortgage. \n\nXX/XX/2021 Finally reached XXXX at XXXX XXXX. and he said he still hasn't heard anything and he couldn't tell me anything as it was taken out of his hands. I questioned this and he had me hold and came back and said his supervisor took over. It was being processed and that was all he could tell me right now. He would let me know something by the end of the week. \n\nXX/XX/2021 Spoke with XXXX at CFPB at XXXX and explained I had started asking for help in XXXX and I was ignored, given incorrect information. She said option 1 was to file a complaint and 2 I could ask for mortgage assistance elsewhere. \n\nXX/XX/2021 I called in again as I had not heard from XXXX and was told I was offered an extended term of 40 years and I only have 23 years left currently. I was not agreeable to that option after all this time of being told differently. I was told that I could have a 6 month deferral but all of it was due at the end of the 6 months. I explained that if I couldn't pay it now how would I possibly pay it at the end of 6 months. \n\nXX/XX/2021 Sent complaint to Consumer Finance ID # XXXX XX/XX/2021 Contacted XXXX XXXX, spoke with XXXX and he sent a packet to sign. I was unable to print. At this point my XXXX and XXXX were uncontrollable and this went to the wayside. \n\n\nThe CFPB enforces several laws, such as the Truth in Lending Act and the Real Estate Settlement Procedures Act. Examples of common mortgage complaints include : Refinancing or modifying a mortgage loan Misreporting mortgage account status to you or to credit reporting agencies for those homeowners who do not have federally financed mortgages, the CARES Act provides mortgage forbearance by giving those homeowners the right to request and obtain a forbearance for up to 180 days. Additionally, once that 180 days runs out, the Cares Act provides for that homeowner to request and apply for another 180 day extension. The Act provides that no additional fees, penalties, or interest will apply. Furthermore, no additional documentation needs to be submitted other than your basic claim that you are experiencing financial hardship due to COVID-19 and are unable to make your monthly mortgage payment. \n\nA COVID-19 payment deferral allows you to bring your mortgage current by delaying repayment of forbearance amounts without changing other terms of your mortgage. This option may be available if you can not afford a reinstatement or repayment plan. You will not be charged interest on the forbearance amounts, which will be due and payable at the maturity of the mortgage loan or earlier whenever you sell or transfer of the property, refinance the mortgage loan, or pay off the interest-bearing unpaid principal balance. Talk to your mortgage servicer about how escrow payments will be handled for this option. \n\nI was never offered this option and I did send information in to XXXX If you are a homeowner, have your financial information handy and contact your mortgage servicer ( the company listed on your monthly statement ) to request help if youre concerned about your mortgage payments. And, if XXXX XXXX owns your mortgage loan, our XXXX XXXX XXXX ( XXXX ) can help you navigate the mortgage relief process and address other financial challenges. Visit XXXX to learn about our available mortgage assistance and relief options. \n\nFHFA Expands Use of Interest Rate Reduction to Help Borrowers with a COVID-19 Hardship Reduce Their Monthly Mortgage Payment Changes to loan modification terms will help borrowers stay in their homes FOR IMMEDIATE RELEASE XX/XX/2021 Washington, D.C. Today , the Federal Housing Finance Agency ( FHFA ) announced changes to loan modification terms for COVID-19 impacted borrowers with mortgages backed by XXXX XXXX or XXXX XXXX XXXX XXXX  XXXX ) needing payment reduction for successful home retention. The updated terms are specifically for borrowers with permanent COVID-19 hardships and respond to the unprecedented nature of the pandemic. \nFlex Modification terms will be adjusted for COVID-19 hardships making interest rate reduction possible for eligible borrowers, regardless of the borrower 's loan-to-value ratio. Previously, only borrowers with mark-to-market loan-to-value ( MTMLTV ) ratios greater than or equal to 80 percent were eligible for a possible interest rate reduction. MTMLTV is a ratio that compares the balance remaining on the mortgage to the current market value of a home. \nAllowing more families to qualify for an interest rate reduction will prevent unnecessary foreclosures, help strengthen the Enterprises ' books of business, and make sustainable homeownership a reality for more families currently living with the uncertainty of forbearance, '' said Acting Director XXXX XXXX XXXX. \nToday 's action is just the latest step FHFA has taken to benefit homeowners and the mortgage market during the pandemic. FHFA continues to monitor the effect of the COVID-19 servicing policies on borrowers, the XXXX and their counterparties, and the mortgage market. FHFA may extend or sunset its policies based on updated data and health risks. Homeowners and renters can visit consumerfinance.gov/housing for up-to-date information on their relief options, protections, and key deadlines.","date_sent_to_company":"2021-12-08T13:09:58.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"443XX","tags":null,"has_narrative":true,"complaint_id":"4987142","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2021-12-08T13:03:55.000Z","state":"OH","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["You will not be charged interest on the forbearance amounts, which will be due and payable at the maturity of the <em>mortgage</em> <em>loan</em> or earlier whenever you sell or transfer of the property, refinance the <em>mortgage</em> <em>loan</em>, or pay off the interest-bearing unpaid principal balance. Talk to your <em>mortgage</em> <em>servicer</em> <em>about</em> how escrow <em>payments</em> will be handled for this option."],"product":["<em>Mortgage</em>"],"issue":["Struggling to pay <em>mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[19.091757,"4987142"]},{"_index":"complaint-public-v1","_id":"4447343","_score":16.657295,"_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":["We were referred to the <em>loan</em>Depot <em>Mortgage</em> Corporation seeking a 30 year VA Construction <em>loan</em> in XX/XX/XXXX. We spoke with the local <em>loan</em>Depot 's <em>Loan</em> Consultant ( Mr. XXXX XXXX NMLS # XXXX ) who assured us they offered a <em>loan</em> <em>service</em> and product that would cost us XXXX down <em>payment</em> and zero interest <em>payments</em> during construction period for a 30 year VA construction at 100 % financing."],"product":["<em>Mortgage</em>"],"issue":["Closing on a <em>mortgage</em>"],"sub_product":["VA <em>mortgage</em>"]},"sort":[16.657295,"4447343"]},{"_index":"complaint-public-v1","_id":"8073043","_score":15.653128,"_source":{"product":"Mortgage","complaint_what_happened":"ON XXXX XXXX  I SIGNED OFF ON NOTICE OF ASSIGNMENT, SALE OR TRANSFER OF SERVICING RIGHTS WITH XXXX XXXX XXXXXXXX AND XXXXXXXX XXXX XXXX XXXX  THEY HAVE MULTIPLE NAMES. U.S. BANK WRONGFULLY FORECLOSED ON THIS PROPERTY FRAUDULENTLY AND FORGED DOCUMENTS WITH MY SIGNATURE DATE OF THE DOCUMENTS SHOW XX/XX/XXXX. I HAVE THE ORIGINAL DOCUMENTS AS WELL. MY SIGNATURE WAS TAKEN THROUGH AN ANALYSIS AND IT SHOW U.S. BANK CREATED A PDF SIGNATURE TO PLACE ON MORTGAGE DOCUMENTS. I HAVE NEVER AS LONG AS I HAVE BEEN SIGNING DOCUMENTS INCLUDE MY MIDDLE INITIAL. ON THE ORIGINAL DOCUMENTS MY MIDDLE INITIAL IS NOT PRESENT. ON XX/XX/XXXXXXXX XXXX XXXX XXXXXXXX AND LXXXX LISTED THIS HOME AS A LOST MORTGAGE. THEREFORE U.S. BANK HAS NEVER HAD THE DOCUMENTS I HAVE IN POSSESSION BECAUSE THIS LOAN WAS PART OF THE {$200.00} XXXX DOLLAR LAW SUIT U.S. BANK WAS MADE TO PAY CONSUMERS FOR FRAUDING FHA/HUD. MY LOAN WAS DEFINITELY PART OF THIS SCHEMEXXXX I HAVE GIVEN AMPLE AMOUNT CHANCES TO U.S BANK TO MAKE THIS RIGHT AT THIS POINT AND THIS WILL BE THE LAST AND FINAL TIME. U. XXXX BANK HAS RESPONDED WITH THE SAME INFORMATION STATING THEY HAVE NEVER RECEIVED A PAYMENT FROM BANKRUPTCY. THROUGH MY XXXX  XXXX. U.S. BANK STATES XXXX THEY HAVE NEVER RECEIVED A PAYMENT AND APPLIED ALL FUNDS FROM THE SAVE THE DREAM PROGRAM TO THOSE STATED YEARS. U.S. BANKS BANKRUPTCY DEPARTMENT ACKNOWLEDGED THE BANKRUPTCY AND SENT A LETTER STATING SUCH THIS LETTER IS ALSO IN MY POSSESSION.WHEN SAVE THE DREAM REACH OUT TO U.S BANK WHICH EVER ENTITY THESE DOCUMENTS WENT TO THEY ADVISED THE PROGRAM OF A FALSIFIED DELIQUENT AMOUNT AND AN UNPAID PRINCIPAL OF {$80000.00}. U. S. BANK THEN WAITED 8 MONTHS TO COMPLETE THE MODIFICATION AFTER RECEIVING THE FUNDS XX/XX/XXXXXXXX  REASON BEING THEY DID NOT HAVE THE ORIGINAL LOAN DOCUMENTS FROM XXXX XXXX XXXX AND XXXX  SIGNED BY MYSELF XX/XX/XXXX. XXXX XXXX XXXX AND XXXX AND U. S. BANK WAS COMMITTING FRAUD AND PUTTING CONSUMERS IN UPSIDE DOWN LOANS. ON MY ORIGINAL DOCUEMENTATION IT STATES FINANCE AMOUNT OF XXXX AND I WOULD HAVE PAID A TOTAL OF XXXX SHOWING FINANCE CHARGE OF {$92000.00}. BOTH XXXX XXXX  XXXX AND U.S. BANK NEW I WOULD HAVE NEVER GONE FOR THIS. XXXX XXXX XXXXXXXX AND XXXX WAS ALREADY IN TROUBLE AND BARRED FROM ALL GOVERNMENT ENTITIES AND STILL IS BARRED AND NO LONGER IN EXISTENCE. XXXX XXXX XXXXXXXX AND XXXX IS NOT A SUBSIDIARY OF U. S. BANK THEREFORE A PROMISSORY NOTE WAS NEVER SIGNED BY MYSELF WITH U.S. BANK SO THEY FALSIFIED DOCUMENTS TO HURRY UP AND TAKE OUR HOME AND LEAVE US HOMELESS WITH THE LOAN MODIFICATION THAT I WAS FORCED TO SIGN IN XXXX  THEN. U.S BANK NEVER FILED FORECLOSUE ON ORIGINAL LOAN DOCUMENTS BECAUSE I WILL REITERATE IT IS LISTED WITH THE COURTS AS A LOST MORTGAGE, I HAVE EVERY DOCUMENT FROM XXXX FOR THIS HOME WITH MY ORIGINAL SIGNATURE ON THEM. GOING BACK TO THE SAVE THE DREAM PROGRAM. IF YOU STATED UNPAID PRINCIPAL WAS {$80000.00} HOW IS IT REMOTELY POSSIBLE FOR A MODIFICATION TO BE DONE AND IT SHOW THAT UNPAID PRINCIPAL IS NOW {$84000.00}. WHATS MORE MY ORIGINAL AMOUNT OF INTEREST ON THE ORIGINAL LOAN SHOW 6.157 % THEN IT SHOW 5.5 % NOW IT SHOW 3.62 %. CONTACTED FHA AND THEY ADVISED ME TO PULL FOIA AND NO DOCUMENTS ARE FOUND FOR THIS SUPPOSE TO BE FHA/HUD HOME.THE FHA XXXXOCUMENTS THAT HAS BEEN SENT TO MY EMAIL ARE FALSIFIED THROUGH U.S. BANK FROM A REPRESENTATIVE AT U. S. BANK SENT THE DOCUMENTS TO ME. THE DOCUMENT DID NOT COME FROM FHA. I HAVE NOW INVOLVED THE FDIC, OCC, AND ARE NOW IN CONTACT WITH THE ATTORNEY 'S THAT HANDLED THE {$2.00} XXXX LAWSUIT. U.S. BANK REFUSE TO MAKE THIS RIGHT I HAVE UPLOADED DOCUMENTS THAT PROVE THEY HAVE WRONGED ME BUT THEY REFUSE TO REVIEW THESE DOCUMENTS AND INSIST THAT I KEEP SENDING THE SAME INFORMATION THAT HAS BEEN SENT TO THEM OVER AND OVER AGAIN. I HAVE SENT PROOF OF PAYMENT THROUGH BANKRUPTCY AND THEY REFUSE TO RECOGNIZE THE PAYMENTS TO STEAL A HOME THAT NEVER BELONGED TO THEM. I SHOULD NOT HAVE NOT PAID THIS BANK NOTHING NOR WENT THROUGH THE BANKRUPTCY TO SAVE THE HOME BECAUSE THEY NEVER HAD RIGHTS TO THIS HOME AT ALL THAT'S WHY THEY FILED FORECLOSURE WITH MODIFICATION DOCUMENTS QUICKLY BECAUSE THE JUDGE HAS ALLOWED U.S BANK TO SCAM AND TAKE THE HOME WITH LAWYERS THAT RESIDE IN FLORIDA. THE XXXX XXXX IS IN THE PROCESS OF RECEIVING COMPLAINTS ON ALL ATTORNEYS THAT WAS PART OF THIS DISCRIMINATIVE/WRONGFUL FORECLOSURE INCLUDING MY ATTORNEY. U.S. BANK STATED I OWED OVER {$130000.00} ON THIS HOME PER THE SHERIFF 'S DEPARTMENT AND THEY BOUGHT THE HOME FOR {$100.00} YOU HAVE TO HAVE A HORRIBLE SOUL TO TAKE A SINGLE XXXX MOTHER THROUGH THIS TYPE OF TRIUMPH. I WILL NOT STOP. IVE SENT THIS STORY TO THE NEWS AS WELL. I HAVE GONE BACK ON THE AMOUNT OF MONEY I HAVE SPENT ON ATTORNEYS AND PAYING A BANK THAT NEVER HAD RIGHTS TO A HOME THAT THE COURTS ALLOWED THEM TO SCAM AND TAKE XXXX XXXX XXXX WILL HAVE A COMPLAINT AS WELL WITH THE SUPREME COURT. NO ATTORNEY 'S OR COURTS SHOULD HAVE BEEN PART OF THIS. THIS BANK HAS COMMITTED FRAUD BEYOND THE POINT OF NO RETURN HOWEVER WEHAVE 6 WAYS TO SUNDAY AS XXXX XXXX SAY. I'M ONE THAT KEEP TAXES BACK TO XXXX. AND HAVE PROOF OF THE FORGERY PROOF OF THE UPSIDE DOWN MORTGAGE AND WHEN PRESIDENT OBAMA PUT THIS PLACE IT WAS SET IN STONE AND NOT TO BE IGNORED, I WAS ONE THAT WAS NAIVE AND WANTED SAVE MY HOME.THE BEST PART OF THIS ENTIRE ORDEAL WAS U. S BANKS ATTORNEY STATED IN THE BANKRUPTCY DOCUMENTS WHICH WE HAVE THAT I WAS 13 PAYMENTS BEHIND ON THE MORTGAGE FROM XXXXXXXX  MY FIRST PAYMENT WAS DUE XX/XX/XXXXXXXX  HOW IS THAT EVER POSSIBLE U.S BANK HAS PROVED INCOMPETENCE IN MANY AREAS AND UNFORTUNATELY, I WILL NOT STOP. SHERIFFS STATES EVICITON STARTS ON OR AFTER XX/XX/XXXXXXXX  THAT IS FINE BUT THIS WILL NOT GO AWAY UNTIL THIS BANK ADMITS TO WRONGFULLNESS ON A LAW-ABIDING CITIZEN. U. S. BANK NEED TO PRODUCE THE ORIGNAL LOAN I SIGNED DATED XX/XX/XXXXXXXX  NOTHING WAS EVER SIGNED BY ME ON XX/XX/XXXX. THAT BEING SAID THE 3 BOXES OF DOCUMENTS IN MY POSSESSION DOESN'T LIE AND THIS BANK HAS NO RIGHT TO EVER SAY THEY NEVER RECEIVED PAYMENT FROM BANKRUPTCY THESE ARE GOVERNMENT FILES WHICH I AM ALSO XXXX XXXX XXXX XXXX, AND THEY SPEAK VOLUME. U.S. BANK FILED A FORECLOSURE ON THIS PROPERTY AND STATED THEY HAVE NEVER RECEIVED A PAYMENT BUT FROM THE XXXX THE DREAM PROGRAM. MY RECEIPTS DON'T LIE. THIS BANK IS PREDJUDICE TOWARDS XXXX AND THEY HAVE PROVED THAT WITH WHAT THEY HAVE DONE. NOT TO MENTION THIS SAME HOME WERE IN WAS BOUGHT OUT OF FORECLOSURE FOR {$22000.00} SOMETHING IS WRONG AND THAT CONSUMER WAS UNDER U.S. BANK AS WELL AND HAS A LOT TO DEVULDGE. I ADVISE U. S BANK PAY ATTENTION TO THIS COMPLAINT AND NOT SEND THE SAME DOCUMENTS THEY SENT FROM THE FIRST COMPLAINT BECAUSE THAT IS DECEITFUL AND A VIOLATION OF MY FIFTH AMENDMENT RIGHT. I MUST ADD I AS WELL AM RECEIVING A STATING EVERY MONTH AND THE MATH IS NOT MATHING. SOMEONE FROM THIS BANK SENT ME A DOCUMENT THAT MULTIPLE ERRORS WERE MADE ON MY ACCOUNT AND THEY WERE IN THE PROCESS OF CORRECTING THEM AS WELL. BACK ON A STATEMENT I RECEIVED XX/XX/XXXXXXXX  IT SHOW UNPAID AMOUNT {$25000.00} CONTRACTUAL AMOUNT SHOW {$25000.00} BUT NOT ONE OF THESE STATEMENTS SHOW THE MODIFICATION EVERY LAST STATEMENT SHOW OUTSTANDING PRINCIPAL XXXX THE AMOUNT U.S. BANK CLAIM I FINANCED THE HOME FOR. WHAT'S MORE I NO WITHOUT A DOUBT U.S. BANK NEVER OWNED THIS LOAN BECAUSE IT DOES NOT APPEAR ON MY CREDIT REPORT AND THE FORECLOSURE BETTER NOT EVER SHOW UP OR ANOTHER LAWSUIT WILL BE FILED AND EVERYONE, I'M WORKING WITH WILL SEE TO IT. THIS IS MY LIFE THAT THIS BANK IS MESSING WITH AND XXXX XXXX AND BEEN IN AND OUT THE HOSPITAL BECAUSE OF THIS BANK FOR THE FOULNESS THEY HAVE COMMITTED I NOW HAVE TO HAVE XXXX IN XXXX BECAUSE OF THE STRESS THAT THIS BANK HAS TAKEN MY FAMILY THROUGH PAIN AND SUFFERING IS AT THE POINT OF NO RETURN THE NOTICES PUT ON MY DOOR HAS CAUSED MANY AILMENTS I'VE NEVER HAD IN MY LIFE.LACK OF SLEEP SITTING UP WORRIED ABOUT MY GIRLS I RAISED ON MY ON SINGLE PARENT THAT IS XXXX SINGLE AND XXXX  TAKING FROM SOMEONE THAT HAS NOTHING GOING TO PANTRIES TO FEED MY FAMILY BECAUSE OF THE MONEY I'VE HAD TO PAY TO KEEP A ROOF OVER OUR HEAD HOLES IN MY SHOES BECAUSE MY GIRLS COME FIRST A XXXX TREE WITHOUT GIFTS HOPING WE HAVE A ROOF BECAUSE ATTORNEYS COST WHOLE PAY CHECK GOING TO BANKRUPTCY AND THIS BANK HAS THE NERVE TO SAY THEY NEVER RECEIVED NOT ONE PAYMENT. SENDING THIS COMPLAINT TO THE NEWS AS WELL. \n\nCPFB YOUR NEEDED FOR THIS COMPLAINT AND NOT TO JUST SEND TO THIS CROOKED BANK. WHEN THEY WERE FRAUDING FROM XXXXXXXX  OR MOR AND THIS LOAN IN DEFINITELY PART OF THE {$200.00} XXXX CASE OFFICE OF PUBLIC AFFAIRS DOESN'T LIE.","date_sent_to_company":"2024-01-05T18:45:38.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"441XX","tags":"Servicemember","has_narrative":true,"complaint_id":"8073043","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2023-12-29T03:27:44.000Z","state":"OH","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Payment process"},"highlight":{"complaint_what_happened":["ON XX/XX/XXXXXXXX XXXX XXXX XXXXXXXX AND LXXXX LISTED THIS HOME AS A LOST <em>MORTGAGE</em>. THEREFORE U.S. BANK HAS NEVER HAD THE DOCUMENTS I HAVE IN POSSESSION BECAUSE THIS <em>LOAN</em> WAS PART OF THE {$200.00} XXXX DOLLAR LAW SUIT U.S. BANK WAS MADE TO PAY CONSUMERS FOR FRAUDING FHA/HUD. MY <em>LOAN</em> WAS DEFINITELY PART OF THIS SCHEMEXXXX I HAVE GIVEN AMPLE AMOUNT CHANCES TO U.S BANK TO MAKE THIS RIGHT AT THIS <em>POINT</em> AND THIS WILL BE THE LAST AND FINAL TIME. U."],"product":["<em>Mortgage</em>"],"issue":["Trouble during <em>payment</em> process"],"sub_product":["FHA <em>mortgage</em>"],"sub_issue":["<em>Payment</em> process"]},"sort":[15.653128,"8073043"]},{"_index":"complaint-public-v1","_id":"3270569","_score":15.301713,"_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":["She claimed to take down our information/<em>complaint</em>. She told us she had some intake questions <em>about</em> income and household bills. She told us that the only way to stop the sale of the home was to go through <em>loan</em> mitigation. We filed a form 4506T, sent a current pay stubs, second <em>mortgage</em> company info etc. All forms were to be signed and dated and uploaded to the Shellpoint website. This was all the help she offered."],"product":["<em>Mortgage</em>"],"issue":["Trouble during <em>payment</em> process"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[15.301713,"3270569"]},{"_index":"complaint-public-v1","_id":"3181801","_score":14.851061,"_source":{"product":"Mortgage","complaint_what_happened":"On or about XX/XX/XXXX, I received XXXX XXXX on my right XXXX  to repair XXXX XXXX and XXXX. Shortly thereafter, on or ab out XX/XX/XXXX, I was admitted into the XXXX XXXX XXXX XXXX XXXX after experiencing XXXX related issues. I was placed in the intensive care unit for a number a days and thereafter, released from the hospital. Thereafter, on or about XX/XX/XXXX, I was wrongfully terminated from my place of employment that I held for approximately ten years. \n\nAfter experiencing three major life-changing experiences and being unemployed, I continued to make my mortgage payments via my personal savings. Thereafter, I requested assistance from then Washington Mutual, which was later purchased by JP Morgan Chase Bank and or Chase Home Financing all to no avail. I was instructed to continue making my mortgage payments and received absolutely no assistance from either bank! Thereafter, I learned that Chase Bank and or Chase Home financing signed a \" Servicer Participation Agreement for the Home Affordable Modification Program '' ( \" the HARP contract '' ) on XX/XX/XXXX with XXXX XXXX ( see-attached document labeled exhibit A ) on information and belief Chase Home Finance, LLC also signed a HAMP contract with XXXX   XXXX on XX/XX/XXXX. \n\nWith this newfound knowledge, I demand assistance from JP Morgan Chase Bank and or Chase Home Finance with negative results. Over 95 % of the time I attempted to contact Chase by telephone, I faced long periods of holding time and whenever I attempted to leave a message with their assigned representative, the service providers mailbox would inform me that it was \" full '' and can not accept any messages. In addition, Chase routinely gave false statements by stating that my documents were never received, but failed to specify what documents. \n\nChase Home Finance stated in a letter to Plaintiff, \" A review of our records indicates that Chase made numerous, unsuccessful contact attempts in order to try and facilitate a short sale. '' However, Plaintiff taped recordings tells a different story. The recordings shows Chase Home Finance had Plaintiffs correct telephone number, but intentionally and deliberately called the wrong number to prevent Plaintiff from receiving any assistance. \n\nTheir criminal practice carried on routinely and I submitted overwhelming documents and taped telephone conversations to prove that Chase Bank intentionally and deliberately failed to assist me. They continuously and repeatedly lied by alleging they did not receive any of the my documents TO AVOID PROVIDING THE ME WITH ANY RELIEF OR APPROVE A SHORT SALE BECAUSE SERVICING THE MORTGAGE WAS MORE LUCRATIVE TO THEM THAN PROVIDING ME WITH ANY RELIEF. \n\nJP Morgan Chase and/or Chase Home Finance are intentionally ignoring a grave fact that I sent the requested documents and they INTENTIONALLY LIED by stating that they never received my documents. As a direct result, I was forced into bankruptcy, my property went into foreclosure and my requests for assistance were denied for alleged insufficient documentation. Although, I have records to disprove their false statements and prove that the documents were sent to the defendants via certified mail RR, express mail, postal mail and facsimile ( Please see attached ). \n\nChase Home Finance also state in their letter to Plaintiff, \" Indications are that the property is fire damaged. '' Plaintiff vehemently disputed defendants false accusations and obtained a letter from the City of XXXX, New Jersey Fire Chief XXXX XXXX. In his letter ( See attached ) to Chief XXXX XXXX, Chief XXXX states that there have been no responses to the property in question during the periods I owned the property. In addition, Plaintiff took numerous photographs of the property, which clearly showed that there is absolutely no evidence of fire damage. \n\nContinuing with their misconduct, Chase called me at my home telephone number and left a message on the evening prior to the short-sale. At XXXX, XXXX XXXX ( phonetic ) of Chase Home Finance called from telephone No. XXXX and left a message on my voicemail stating that the short sale would be declined due to insufficient documentations that were never submitted. Plaintiff sent the documents via certified mail, express mail & facsimile. ( Please see attached receipts ) Beginning in the XXXX of XXXX, the federal government instituted several measures to try to stabilize the housing and credit markets and assist troubled homeowners. In XX/XX/XXXX, the Emergency Economic Stabilization Act of 2008 ( EESA ) was passed to promote stability and liquidity in the financial system. Among other things, EESA authorized the Secretary of the Treasury to establish the Troubled Asset Relief Program ( TARP ). TARP funds were used, in part, to promote various mortgage loan modification programs. \n\nThese programs were, The Making Home Affordable ( MHA ) Program, Home Affordable Modification Program ( HAMP ), \" The Home Price Decline Protection Incentives ( HPDP ) initiative, The Principal Reduction Alternative ( PRA ), The Home Affordable Unemployment Program ( UP ), The Home Affordable Foreclosure Alternatives Program ( HAFA ), The Second Lien Modification Program ( 2MP ), The FHA-HAMP Program, The Treasury/FHA Second-Lien Program ( FHA2LP ), The FHA Refinance for Borrowers with Negative Equity ( FHA Short Refinance ) Program, Housing Finance Agency Hardest Hit Fund ( HHF ) Despite the voluminous number of programs available, Chase Bank and or Chase Home Finance did not recommend nor offer any of the programs. Instead, they allowed me to go further into debt, foreclosure and then bankruptcy, while defendants continued profiting from servicing Plaintiffs mortgage and receiving credit from the United States Government. \n\nFurthermore, Chase Home Finance states, \" Chase did not receive the necessary documents in order to conduct a short sale review. '' Once again, Chase Home Finance intentionally and deliberately gave false statements in order to manipulate their requirements of the signed contract agreement with XXXX XXXX and other signed consent agreements with the United State government and the state of New Jersey. However, the facts will show that Chase Home Finance received their requested documents via express mail, certified mail and facsimile ( see attached documents ). \n\nChase Home Finance also state in their letter, \" Indications are that the property is fire damaged. '' Once again, this is a false statement. Attached hereto is a letter ( See attached document ) from the City of XXXX, New Jersey Fire Chief XXXX XXXX to Fire Official XXXX XXXX. In his letter to Chief XXXX XXXX, Chief XXXX states that there have been no responses to the property in question during the periods I owned the property. More importantly, I have taken numerous photographs of the property, which clearly shows that there is absolutely no evidence of fire damage. \n\nTo make it appear as though they made an effort to provide me with relief, Chase Home Finance called me at my home telephone number and left a message on the evening prior to the short-sale. At XXXX, XXXX XXXX ( phonetic ) of Chase Home Finance called me from telephone No. XXXX left a message on my voicemail stating that the short sale would be declined due to insufficient documentations that were never submitted. However, Mrs. XXXX statement that documents were never submitted is contradicted by my attached documents that prove otherwise. \n\nOn or about XX/XX/XXXX, the City of XXXX, New Jersey adopted a vacant property registration ordinance in which they began charging fees to register vacant homes ( See attached ). Unbeknownst to me, I paid the City of XXXX {$500.00} for the first initial registration fee, and {$1500.00} for the second registration fee. ( See attached documents ). \n\nOn or about XX/XX/XXXX, I responded to City of XXXX, NJ, spoke with Mrs. XXXX XXXX XXXX, and advised her that I could no longer afford to make the vacant property registration payments. Mrs. XXXX advised me to submit my statements in a letter addressed to her and as she requested, the letter was sent to her via priority mail. On or about XX/XX/XXXX, I received an email from a City of XXXX, New Jersey official, XXXX XXXX from the Department of Economic Housing Development Department. Mr. XXXX wrote to enquire about my payment of the vacant property registration fee. ( See attached ) I responded to Mr. XXXX email ( See attached ) and advised Mr. XXXX of the following : Attached hereto is a copy of the letter I sent to your office via priority mail # XXXX dated XX/XX/XXXX. It is in response to a letter from your office dated XX/XX/XXXX. Thereafter, I receive a telephone call from your office stating that Chase Bank is responsible for making the vacant property payments and that I would be receiving a refund. Since then, I have NOT received a refund or call from your office in regards to my refund, except your email in regards to XXXX XXXX XXXX XXXX on or about XX/XX/XXXX. \n\nI am XXXX and CAN NOT afford to make the payments, in addition, Chase Bank REFUSES to liquidate the property and they have refused to make the REQUIRED vacant property payments and somehow, your office is deciding to go after the XXXX person with NO FUNDS and Chase Bank has BILLIONS of dollars and refuses to pay! \n\nPlease help/assist me in resolving this matter because I can not afford these payments. In addition, I am anticipating a refund from your office, not a notice to payment with penalties. \n\n\nCoincidently, Chase Bank released their lien to the property ( XXXX XXXX XXXX XXXX XXXX, NJ ) on or about XX/XX/XXXX, in order to avoid paying the City of XXXX, New Jersey the vacant Property registration fee. Unfortunately, I was not given notice from Chase Bank until AFTER XX/XX/XXXX. \n\nChase Bank is fully aware they are responsible for making the vacant property registration payment with the City of XXXX, New Jersey, however they intentionally failed to do so. I received numerous tickets on the property and made numerous court appearances because Chase Bank refused to maintain the property. \n\nI filed a complaint with the Consumer Financial Protection Bureau, more succinctly on or about XX/XX/XXXX. ( See attached ) Chase Bank responded with THREE separate letters addressed to me, admitting they owed XXXX XXXX {$2000.00}. We previously agreed to reimburse you {$2000.00} for certain fees based on the receipts you submitted in XX/XX/XXXX. WE WERE RESPONSIBLE FOR ALL REGISTRATION PERIODS UNTIL THE LIEN WAS RELEASED. \n\nChase Bank requested that I sign a release agreement that did not include any reimbursement for my cost of cleaning up the debris, reimbursement for paid back taxes, reimbursement for travel & cost for several court appearances because Chase Bank refuse to maintain the property or have it secured, nor did the document have a date in which I would be paid for my cost, so I refused because Chase Bank was not negotiating in good faith. \n\nOn or about XX/XX/XXXX, I filed a Complaint, alleging various violations of New Jersey 's Consumer Fraud Act ( CFA ), which protects consumers from deceptive, false, or fraudulent business practices because Chase Bank refused to pay. The Complaint alleges that Defendants falsely, erroneously and deceptively, denied Plaintiff any relief with respect to his mortgage loan with the defendants. ( See attached ) Chase Bank responded by lying to the court and denying owing me any monies. ( See attached brief by Chase Bank outside attorneys ) Chase Bank denied owing me the money for the vacant property registration fees and they denied having a responsibility to provide me with any relief with my property DESPITE SIGNING CONSENT AGREEMENTS WITH THE FEDERAL AND STATE GOVERNMENTS STATING THAT THEY WOULD PROVIDE HOMEOWNERS LIKE MYSELF RELIEF! INSTEAD, CHASE BANK CHOSE TO INTENTIONALLY, WILLFULLY & KNOWINGLY LIE IN A SUPERIOR COURT OF NEW JERSEY. \n\nFurthermore, there is no right to a loan modification under New Jersey Law and a servicer can not be compelled to accept a short sale. The crux of Plaintiffs Complaint appears to be loss mitigation. It is well accepted that \" there is no right to a loan modification under New Jersey law. '' Plaintiff also claims that Chase should be required to reimburse him for fees he paid to the City of XXXX for Vacant Property Registration and expenses paid to have the Property secured and debris removed. See Complaint, Prayer for Relief 6-7. However, Plaintiff entirely fails to present a cognizant basis as to why Chase should be responsible for these fees. \n\nFurthermore, there is no right to a loan modification under New Jersey Law and a servicer can not be compelled to accept a short sale. The crux of Plaintiffs Complaint appears to be loss mitigation. It is well-accepted that \" there is no right to a loan modification under New Jersey law. '' The Banks Unfair, Deceptive, and Unlawful Loan Modification and Loss Mitigation Processes Under the States consumer protection laws, Chase Bank is prohibited from engaging in unfair or deceptive practices with respect to consumers. \nPursuant to HUD regulations and FHA guidance, FHA-approved mortgage lenders and their servicers are required to engage in loss-mitigation efforts to avoid the foreclosure of HUD-insured mortgages. E.g., 24 C.F.R. 203.500 et seq. ; Mortgagee Letter 2008-07 ( Treble Damages for Failure to Engage in Loss Mitigation ) ( XXXX XXXX, XXXX ) ; Mortgagee Letter 1996-25 ( Existing Alternatives to Foreclosure -- Loss Mitigation ) ( XX/XX/XXXX ). Thus, when acting as a servicer, Chase Bank was required to refrain from foreclosing on any FHA insured mortgage where a default could be addressed by modifying the terms of the mortgage or other less-costly alternatives to foreclosure were available. \n\nUnder the Treasurys various rescue and stimulus programs, Chase Bank received monetary incentives from the Federal government in exchange for the commitment to make efforts to modify defaulting borrowers residential mortgages. See, e.g., Making Home Affordable Handbook v.1.0, ch. 13 ( Incentive Compensation ) ( XXXX XXXX, XXXX ). Under the programs, Chase Bank agreed to fulfill requirements set forth in program guidelines and servicer participation agreements. \n\nChase Bank regularly conducts or manages loan modifications on behalf of the entities that hold the loans and mortgages and that hired the Banks as servicers. In the course of their servicing and oversight of mortgage loans, Chase Bank violated federal laws, program requirements and contractual requirements governing loss mitigation. \n\n\nChase Bank attorneys statements in the briefs to the Superior Court of New Jersey Plaintiff also  claims that Chase should be required to reimburse him for fees he paid to the City of XXXX for Vacant Property Registration and expenses paid to have the Property secured and debris removed. See Complaint, Prayer for Relief 6-7. However, Plaintiff entirely fails to present a cognizant basis as to why Chase should be responsible for these fees. \n\nIn no event shall JPMC or XXXX request or require any borrower to execute a waiver of any claims against JPMC or XXXX ( including any agent of JPMC or XXXX ) in connection with any payment or Foreclosure Prevention assistance provided pursuant to paragraphs 3 or 4 of this Order. However, nothing herein shall operate to bar JPMC or XXXX from asserting in the future in any separate litigation, or as part of a settlement related to JPMCs or XXXX XXXX foreclosure and servicing practices, any right that may exist under applicable law to offset the amounts received by a borrower through the distribution process set forth above. Nothing herein shall operate to amend or modify in any respect any preexisting settlement between JPMC, XXXX, or an affiliate of either and a borrower in the In-Scope Borrower Population. By Order of the Board of Governors. \n\nLoss Mitigation Requirements. \n\nSERVICER SHALL BE REQUIRED TO NOTIFY POTENTIALLY ELIGIBLE BORROWERS OF CURRENTLY AVAILABLE LOSS MITIGATION OPTIONS PRIOR TO FORECLOSURE REFERRAL. Upon the timely receipt of a complete loan modification application, Servicer shall evaluate borrowers for all available loan modification options for which they are eligible prior to referring a borrower to foreclosure and shall facilitate the submission and review of loss mitigation applications. The foregoing notwithstanding, Servicer shall have no obligation to solicit borrowers who are in bankruptcy. \n\nServicer shall offer and facilitate loan modifications for borrowers rather than initiate foreclosure when such loan modifications for which they are eligible are net present value ( NPV ) positive and meet other investor, guarantor, insurer and program requirements. \n\nAs indicated in paragraph I.A.18, Servicer shall send a statement to the borrower outlining loss mitigation efforts undertaken with respect to the borrower prior to foreclosure referral. If no loss mitigation efforts were offered or undertaken, Servicer shall state whether it contacted or attempted to contact the borrower and, if applicable, why the borrower was ineligible for a loan modification or other loss mitigation options. \n\nServicer shall ensure timely and accurate communication of or access to relevant loss mitigation status and changes in status to its foreclosure attorneys, bankruptcy attorneys and foreclosure trustees and, where applicable, to court-mandated mediators. \n\nSingle Point of Contact 4. The SPOC SHALL, at a minimum, provide the following services to borrowers : a. Contact borrower and introduce himself/herself as the borrowers SPOC ; b. Explain programs for which the borrower is eligible ; c. Explain the requirements of the programs for which the borrower is eligible ; d. Explain program documentation requirements ; e. Provide basic information about the status of borrowers account, including pending loan modification applications, other loss mitigation alternatives, and foreclosure activity ; f. Notify borrower of missing documents and provide an address or electronic means for submission of documents by borrower in order to complete the loan modification application ; g. Communicate Servicers decision regarding loan modification applications and other loss mitigation alternatives to borrower in writing ; h. Assist the borrower in pursuing alternative non-foreclosure options upon denial of a loan modification ; i. If a loan modification is approved, call borrower to explain the program ; j. Provide information regarding credit counseling where necessary ; k. Help to clear for borrower any internal processing requirements ; and l. Have access to individuals with the ability to stop foreclosure proceedings when necessary to comply with the MHA Program or this Agreement. \nThe SPOC shall remain assigned to borrowers account and available to borrower until such time as Servicer determines in good faith that all loss mitigation options have been exhausted, borrowers account becomes current or, in the case of a borrower in bankruptcy, the borrower has exhausted all loss mitigation options for which the borrower is potentially eligible and has applied. \n\nServicer shall ensure that a SPOC can refer and transfer a borrower to an appropriate supervisor upon request of the borrower. \nServicer shall ensure that relevant records relating to borrowers account are promptly available to the borrowers SPOC, so that the SPOC can timely, adequately and accurately inform the borrower of the current status of loss mitigation, loan modification, and foreclosure activities. \nServicer shall designate one or more management level employees to be the primary contact for the Attorneys General, state financial regulators, the Executive Office of U.S. Trustee, each regional office of the U.S. Trustee, and federal regulators for communication regarding complaints and inquiries from individual borrowers who are in default and/or have applied for loan modifications. Servicer shall provide a written acknowledgment to all such inquiries within 10 business days. Servicer shall provide a substantive written response to all such inquiries within 30 days. Servicer shall provide relevant loan information to borrower and to Attorneys General, state financial regulators, federal regulators, the Executive Office of the U.S. Trustee, and each U.S. Trustee upon written request and if properly authorized. A written complaint filed by a borrower and forwarded by a state attorney general or financial regulatory agency to Servicer shall be deemed to have proper authorization. \nServicer shall establish and make available to Chapter XXXX trustees a toll-free number staffed by persons trained in bankruptcy to respond to inquiries from Chapter XXXX trustees. \nServicer shall consider partnering with third parties, including national chain retailers, and shall consider the use of select bank branches affiliated with Servicer, to set up programs to allow borrowers to copy, fax, scan, transmit by overnight delivery, or mail or email documents to Servicer free of charge. \n\nDevelopment of Loan Portals. \n\n1. Servicer shall develop or contract with a third-party vendor to develop an online portal linked to Servicers primary servicing system where borrowers can check, at no cost, the status of their first lien loan modifications. \n2. Servicer shall design portals that may, among other things : a. Enable borrowers to submit documents electronically ; b. Provide an electronic receipt for any documents submitted ; Provide information and eligibility factors for proprietary loan modification and other loss mitigation programs ; and c. Permit Servicer to communicate with borrowers to satisfy any written communications required to be provided by Servicer, if borrowers submit documents electronically. \n3. Servicer shall participate in the development and implementation of a neutral, nationwide loan portal system linked to Servicers primary servicing system, such as Hope LoanPort to enhance communications with housing counselors, including using the technology used for the Borrower Portal, and containing similar features to the Borrower Portal. \n4. Servicer shall update the status of each pending loan modification on these portals at least every 10 business days and ensure that each portal is updated on such a schedule as to maintain consistency. \n\nLoan Modification Timelines. \n\n1. Servicer shall provide written acknowledgement of the receipt of documentation submitted by the borrower in connection with a first lien loan modification application within 3 business days. In its initial acknowledgment, Servicer shall briefly describe the loan modification process and identify deadlines and expiration dates for submitted documents. \n2. Servicer shall notify borrower of any known deficiency in borrowers initial submission of information, no later than 5 business days after receipt, including any missing information or documentation required for the loan modification to be considered complete. \n3. Subject to section IV.B, Servicer shall afford borrower 30 days from the date of Servicers notification of any missing information or documentation to supplement borrowers submission of information prior to making a determination on whether or not to grant an initial loan modification. \n4. Servicer shall review the complete first lien loan modification application submitted by borrower and shall determine the disposition of borrowers trial or preliminary loan modification request no later than 30 days after receipt of the complete loan modification application, absent compelling circumstances beyond Servicers control. \n5. Servicer shall implement processes to ensure that second lien loan modification requests are evaluated on a timely basis. When a borrower qualifies for a second lien loan modification after a first lien loan modification in accordance with Section 2.c.i of the General Framework for Consumer Relief Provisions, the Servicer of the second lien loan shall ( absent compelling circumstances beyond Servicers control ) send loan modification documents to borrower no later than 45 days after the Servicer receives official notification of the successful completion of the related first lien loan modification and the essential terms. \n6. For all proprietary first lien loan modification programs, Servicer shall allow properly borrower financials to be used for 90 days from the date the documents are received, unless Servicer learns that there has been a material change in circumstances or unless investor requirements mandate a shorter time frame. \n\nIndependent Evaluation of First Lien Loan Modification Denials. \n\nExcept when evaluated as provided in paragraphs IV.B.8 or IV.B.9, Servicers initial denial of an eligible borrowers request for first lien loan modification following the submission of a complete loan modification application shall be subject to an independent evaluation. Such evaluation shall be performed by an independent entity or a different employee who has not been involved with the particular loan modification. \n\nServicer shall not, in the ordinary course, require a borrower to waive or release claims and defenses as a condition of approval for a loan modification program or other loss mitigation relief. However, nothing herein shall preclude Servicer from requiring a waiver or release of claims and defenses with respect to a loan modification offered in connection with the resolution of a contested claim, when the borrower would not otherwise be qualified for the loan modification under existing Servicer programs. \n\nShort Sales 1. Servicer shall make publicly available information on general requirements for the short sale process. \n2. Servicer shall consider appropriate monetary incentives to underwater borrowers to facilitate short sale options. \n3. Servicer shall develop a cooperative short sale process, which allows the borrower the opportunity to engage with Servicer to pursue a short sale evaluation prior to putting home on the market. \n4. Servicer shall send written confirmation of the borrowers first request for a short sale to the borrower or his or her agent within 10 business days of receipt of the request and proper written authorization from the borrower allowing Servicer to communicate with the borrowers agent. The confirmation shall include basic information about the short sale process and Servicers requirements, and will state clearly and conspicuously that the Servicer may demand a deficiency payment if such deficiency claim is permitted by applicable law. \n\n5. Servicer shall send borrower at borrowers address of record or to borrowers agent timely written notice of any missing required documents for consideration of short sale within 30 days of receiving borrowers request for a short sale. \n6. Servicer shall review the short sale request submitted by borrower and communicate the disposition of borrowers request no later than 30 days after receipt of all required information and third-party consents. \n7. If the short sale request is accepted, Servicer shall contemporaneously notify the borrower whether Servicer or investor will demand a deficiency payment or related cash contribution and the approximate amount of that deficiency, if such deficiency obligation is permitted by applicable law. If the short sale request is denied, Servicer shall provide reasons for the denial in the written notice. If Servicer waives a deficiency claim, it shall not sell or transfer such claim to a third-party debt collector or debt buyer for collection. \n\nServicer shall develop and implement policies and procedures to ensure that REO properties do not become blighted. \n\nE. Potential Violations and Right to Cure 1. A Potential Violation of this Consent Judgment occurs if the Servicer has exceeded the Threshold Error Rate set for a Metric in a given Quarter. In the event of a Potential Violation, Servicer shall meet and confer with the Monitoring Committee within 15 days of the Quarterly Report or Monitor Report indicating such Potential Violation. \n2. Servicer shall have a right to cure any Potential Violation. \n3. Subject to Section E.4, a Potential Violation is cured if ( a ) a corrective action plan approved by the Monitor ( the Corrective Action Plan ) is determined by the Monitor to have been satisfactorily completed in accordance with the terms thereof ; and ( b ) a Quarterly Report covering the Cure Period reflects that the Threshold Error Rate has not been exceeded with respect to the same Metric and the Monitor confirms the accuracy of said report using his or her ordinary testing procedures. The Cure Period shall be the first full quarter after completion of the Corrective Action Plan or, if the completion of the Corrective Action Plan occurs within the first month of a Quarter and if the Monitor determines that there is sufficient time remaining, the period between completion of the Corrective Action Plan and the end of that Quarter. \n4. If after Servicer cures a Potential Violation pursuant to the previous section, another violation occurs with respect to the same Metric, then the second Potential Violation shall immediately constitute an uncured violation for purposes of Section J.3, provided, however, that such second Potential Violation occurs in either the Cure Period or the quarter immediately following the Cure Period. \n\n5. In addition to the Servicers obligation to cure a Potential Violation through the Corrective Action Plan, Servicer must remediate any material harm to particular borrowers identified through work conducted under the Work Plan. In the event that a Servicer has a Potential Violation that so far exceeds the Threshold Error Rate for a metric that the Monitor concludes that the error is widespread, Servicer shall, under the supervision of the Monitor, identify other borrowers who may have been harmed by such noncompliance and remediate all such harms to the extent that the harm has not been otherwise remediated. \n\nIn conclusion, Chase Bank and or Chase Home Finance has breached their contract with me, violated the terms of their various signed consent decrees with the United States and state governments and intentionally drove me into foreclosure and bankruptcy because it was more lucrative for me to fail than to provide me with any relief. \n\nJP Morgan Chase Bank sent me THREE SEPARATE letters admitting that they owe me the money for the vacant property registration and refuse to reimburse me for the back taxes, clean up & multiple court appearances. Thereafter, they hired outside attorneys to lie for them in the Superior Court of New Jersey and state that they do not owe me any money for vacant property fees and they do not have to reimburse me for any of my cost and expense. JP Morgan Chase Bank auctions are criminal! \n\nI believe I have provided overwhelming documents that proves ; Chase Bank received ALL of my requested documents and they intentionally lied and ignored my repeated request for assistance because they knew they were going to be compensated by servicing the loan AND receiving credits from the federal government. \n\nI am requesting full reimbursement and to be made whole for the following reason : 1. Full reimbursement for vacant property fees 2. Full reimbursement for paid taxes/back taxes 3. Full reimbursement for court appearances and parking 4. Pain & Suffering 5 Intentional infliction of emotional distress 6. Negligent infliction of emotional distress 7. Committing malice in their wrongful conduct 8. Breach of Contract 9. Lost of Property","date_sent_to_company":"2019-03-16T16:29:15.000Z","issue":"Struggling to pay mortgage","sub_product":"FHA mortgage","zip_code":"07103","tags":null,"has_narrative":true,"complaint_id":"3181801","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2019-03-16T15:08:47.000Z","state":"NJ","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["TARP funds were used, in part, to promote various <em>mortgage</em> <em>loan</em> modification programs."],"product":["<em>Mortgage</em>"],"issue":["Struggling to pay <em>mortgage</em>"],"sub_product":["FHA <em>mortgage</em>"]},"sort":[14.851061,"3181801"]},{"_index":"complaint-public-v1","_id":"5605042","_score":14.791912,"_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":["The company who is overseeing the reverse <em>mortgage</em> 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 <em>service</em>. \nA senior should not receive communications in 5 <em>point</em> type or letters in 7 <em>point</em> type. I had to use 2 devices to be able to read these documents. Readers and magnifying devices. See attachment C."],"product":["<em>Mortgage</em>"],"issue":["Closing on a <em>mortgage</em>"],"sub_product":["Reverse <em>mortgage</em>"]},"sort":[14.791912,"5605042"]},{"_index":"complaint-public-v1","_id":"3092380","_score":14.67482,"_source":{"product":"Mortgage","complaint_what_happened":"am living in my residence in XXXX XXXX XXXX since XX/XX/XXXX. This house was purchased on home loan from XXXX XXXX XXXX XXXX in XX/XX/XXXX. The mortgage was later transferred to new creditor Wells Fargo Bank N.A on XXXX according to the paperwork. Since XXXX Wells Fargo is the service holder for our property and we were making our monthly installments to the bank on time. I have neither missed nor was late on a single monthly payment in the last 10 years upon purchasing my house. In the meantime, during XXXX, I became sick and subsequently XXXX. My wife also got laid off. Looking forward to imminent default on monthly payments on the house, I requested the Wells Fargo Bank on XX/XX/XXXX to modify the monthly payment by reducing the interest rate and increasing number of installments according to the predefined regulations. At that time I was paying 6 % interest on house loan. The Bank informed me over the phone that unless I become default in my monthly payment they can not modify the loan. Accordingly upon advised I stopped the payment. Well Fargo offered me a temporary payment plan ( forbearance ) for six months XX/XX/XXXX till XX/XX/XXXX. I paid those timely and accurately. After finishing my payments the Wells Fargo bank never contacted me. After calling them several ( about 50 to 100 phone calls ) times to know the status on modifications, Wells Fargo mentioned that the person who was handling my case is no longer available and misplaced my 42 pages worth of documents that I initially provided to demonstrate the possibility of financial hardship requesting payment scheme modification. Hence the bank gave me another forbearance plan for four months starting XX/XX/XXXX to XX/XX/XXXX. The revised payment was affordable and I paid those timely and accurately too. During the payment period I called them on several occasions to know the status of a permanent modification on my installments. The representatives of Wells Fargo informed me that they are working to give me permanent modification soon. I made the last payment on XX/XX/XXXX. \nA few things had to be considered at this stage which I came to know later that Wells Fargo did not assume ownership of the mortgage from XXXX XXXX XXXX  XXXX till XX/XX/XXXX. Yet they issued a forbearance plan to us prior to that and never provided us with a decisive outcome. \nAs I was settling down with the hope of a better affordable mortgage plan to secure my only home which the permanent modification may bring forth as a result of Wells Fargo Banks temporary assessment on us, the bank decided to hold off any plans and we received no indication upon the acceptance of such plan, or continuation of previous plan, or any new scheme. Despite the hardship in this difficult economic times, we had to accept any plans provided even if it meant the original mortgage plan would hold. As this is our only home. Yet trying to contact the authorities handling my case at Wells Fargo we received vague responses and no definite plans were presented to us. However we were assured each time that a payment modification is under processing. \nSurprisingly I received letters dated XX/XX/XXXX and XX/XX/XXXX from Wells Fargo Bank attorney requesting for loan payments of the sum of all the unpaid installments to that date. It seems to me that hundreds of our communication of past one and half years went into a black hole. While all the time promising to elevate the payment plan the bank in a whim not only refused to do any modifications but also to exacerbate the situation has issued notice to pay all the dues to that day due to defaults and reduced temporary plans improvised by Wells Fargo representative themselves. This was not only unjustifiable as all these times I was trying to negotiate into a more affordable mortgage plan to secure my only home and the subsequent events followed was also a result due to the banks temporary schemes they were testing out on us. However the amount withstanding of about US $ XXXX/- at  that point was quite unexpected and not affordable to be paid in one time. It seemed clearly a plan devised the handlers of my case at Wells Fargo to land me into a irrecoverable situation and thereby making me lose my only living place. It left me with no choice but to hire the following law firm to handle my case. That caused more hardship. \nXXXX XXXX XXXX XXXX XXXX XXXX XXXX UT XXXX, Phone : XXXX Phone : XXXX XXXX XXXX XXXX XXXX. This company solicited my business and told me that they will negotiate with the Wells Fargo bank and gave me verbal guarantee that if they can not modify my loan they will refund {$5000.00} that they took initially. She failed to negotiate owing to the Banks erratic representation and misinformation to the dealing party. Even on the sale date of my house Wells Fargo assured our attorney and me that they are working on modifying my loan payment. I can not believe how my helplessness way preyed upon in making ridicule double timing me of my only home at this old age while all the time falsely assuring me. I feel betrayed by the Banks behavior that pushed me to eventually lose my property in front of my own eye. I was victimized of their corporate schemes. On the day of the sale XX/XX/XXXX I have found out that my house is sold and I need to leave my house. I was not given any recoverable position or opportunity to keep my home. They Wells Fargo Bank eventually won in leading me into this situation taking advantage of my XXXX and financial conditions which led me to approach them for a better plan. Instead of helping me out of my situation the Bank quite tactfully using several diplomacy and even resorting to direct fraud in violation of transfer agreements and other mortgage terms stripped me off my dwelling place. \nI am not the only victim. Thousands of honest and cooperative houseowners had fallen for this scheme in which approaching assistance from bank in modification of their payment eventually ended up making them homeless. In my case the fraud went as far by the Wells Fargo Bank representatives as to even change the ownership of the loan by voiding our deed with the loan providing authority XXXX XXXX XXXX XXXX and changing the ownership my putting earlier dates on the deed, opposed to following any federal procedures. \nAs of today no one told me that my modification requests did not go through. There is a case pending. I want to keep my house, my only home. I am begging for your help to communicate with the Wells Fargo Bank for not to steal my house. I have done everything they asked me to do in order to modify the loan, and I have dont them accordingly and timely even in payments. I was always careful and myself went forward request modification with fear that I may potentially default. I tried all these and yet the manipulative authority bend every action against me in bringing the situation to an outcome so unfavorable. Without giving me a reason they have taken my house and buried me with more legal fees. I want to keep my house and pay them what I initially owed them. Currently XXXX XXXX, phone number XXXX from Wells Fargo is handling my case. In one hand, she told my attorney that she is still trying to modify my loan. On the other hand I received a letter from the trustees attorney and Wells Fargos attorney ( same person ) that we have to leave the house in 10 days. I have all the supporting documents of my complaint. \nWe have paid all our earnings toward this house in the past ten or more years and are still willing to carry out the payments monthly. I am told that I need an income generating member living with me, listening to this my eldest son and his family has moved in with us to prevent the foreclosure and to help towards repayment of the installments. We are willing to pay the mortgage payments as before but asking us to pay the difference immediately would make it really difficult for us. However the Bank seem to have no interest on dealing with us, it knows that we have already pain most of the interests and by evicting us it may claim the whole of the reappraisal value of the property from the government agency HUD which undertakes the mortgage to middleclass families. We are willing to pay yet, the opportunity is not provided by the bank and the ones that are notified are ridiculous to perceive at this economic condition. To the managing people at Wells Fargo the house at XXXX   XXXX XXXX is just another property to make substantial gain upon by expelling the present residents. But to us it is our home, the only ties to a secure old age, so many memories and we are down to last teardrop and sweat to preserve it. Please help me keep my house. \n\nSincerely,","date_sent_to_company":"2018-12-05T20:20:12.000Z","issue":"Struggling to pay mortgage","sub_product":"FHA mortgage","zip_code":"22033","tags":null,"has_narrative":true,"complaint_id":"3092380","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2018-12-05T19:28:04.000Z","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":["This was not only unjustifiable as all these times I was trying to negotiate into a more affordable <em>mortgage</em> plan to secure my only home and the subsequent events followed was also a result due to the banks temporary schemes they were testing out on us. However the amount withstanding of <em>about</em> US $ XXXX/- at  that <em>point</em> was quite unexpected and not affordable to be paid in one time."],"product":["<em>Mortgage</em>"],"issue":["Struggling to pay <em>mortgage</em>"],"sub_product":["FHA <em>mortgage</em>"]},"sort":[14.67482,"3092380"]},{"_index":"complaint-public-v1","_id":"3525930","_score":14.658388,"_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":["At this <em>point</em> my agent contacted Quicken <em>loans</em> and asked to speak to a manager or supervisor. The response was that we had signed up for the self-<em>service</em> process ... at no <em>point</em> in the last three weeks leading up to this <em>point</em> had we been notified of any self-<em>service</em> <em>loan</em> process that we had signed up for. Why are we paying closing cost if it is self <em>service</em>? This was an out right lie! We would never sign up to <em>service</em> our own <em>loan</em>?"],"product":["<em>Mortgage</em>"],"issue":["Closing on a <em>mortgage</em>"],"company":["Rocket <em>Mortgage</em>, LLC"],"sub_product":["FHA <em>mortgage</em>"]},"sort":[14.658388,"3525930"]},{"_index":"complaint-public-v1","_id":"11245306","_score":14.292393,"_source":{"product":"Mortgage","complaint_what_happened":"Regarding Loan # XXXX serviced by \" The Mr. Cooper Group '' formerly Nationstar Mortgage Company. I have been subjected to unfair practices since XX/XX/XXXX, when they acquired the mortgage from XXXX  XXXX XXXX. I have repeatedly been a victim of unfair practices from this company and its employees, I have fulfilled every request that they asked for, paid for all the trial modifications and submitted all required paperwork except for my ex-wife 's signature I am estranged from my ex-wife, and she has refused to communicate with me since she left the house in the year XXXX about 21 years ago. The Mr. Cooper Group falsely claimed that her signature was necessary for my loan modification. To my surprise it was not required, as evidenced by the guidelines of XXXX XXXX and clarified by the court decision in an order to show cause granted dated XXXX XXXX, by Honorable Judge XXXX XXXX XXXX , Index # XXXX. \nThe court stated : \" Here, Plaintiff has improperly interpreted XXXX XXXX guidelines, among other things, and erroneously refused to accept and approve the loan modification applications submitted by XXXX XXXX XXXX. Based on the foregoing, Plaintiff has not demonstrated its right to proceed with this case. '' The malicious business practices that \" The Mr. Cooper Group '' has perpetrated, has made it exceedingly difficult for me to deal with. They are solely interested in foreclosing on my home. I have attached numerous complaints and lawsuits and class action lawsuits that The Cooper Group, formerly Nationstar Mortgage, has accumulated over the years.\n\nMy concern is that The Mr. Cooper Group has consistently claimed to have not received my applications and other correspondences through mail, fax, or website uploads, and has imposed unfair fees as a result. I have attached all supporting documents stating thecontrary. After this, I also requested extra time to gather all the required documents. \nOn XX/XX/XXXX, The Mr. Cooper Group scheduled my residence for auction without proper cause or proper jurisdiction ( see attached court order ). They failed to notify me of the sale, which is a violation of my rights. Supporting documents prove that I have sent the applications through various means on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX, including faxes, website upload attempts, and The Mr. Cooper XXXX website messages. \n\nTo compound matters, in a letter dated XX/XX/XXXX, The Mr. Cooper Group stated, \" We found that our prior reviews for modification assistance do not show that we requested XXXX XXXX ' Signature for a workout assistance. Our records show that XXXX XXXX has not accepted an approved request for modification assistance previously. '' This is totally false. I made every good faith attempting to rectify this situation dating back to year XXXX until the present ( even through XXXX shutdowns ). Look at all the documents attached stating the contrary. \n\nBesides wrongfully denying my numerous loan modification applications along with what appears to be unnecessary assorted fees, Mr. Cooper now has come up with another underhanded tactic in order to frustrate me concerning my latest application. The Mr. Cooper Group required me to provide a profit and loss statement about my business. I provided The Mr. Cooper Group with the profit and loss statement for the time period requested. It was submitted in printed form. with the exhibits along with the XX/XX/XXXX, The Mr. Cooper Group letter and Mr. Cooper 's XXXX XXXX, letter concerning the profit a loss statement submitted in response to the XX/XX/XXXX letter. I was told by The Mr. Cooper Group that they were not accepting my profit and loss statement as submitted. Instead, if you can believe it, The Mr. Cooper Group told me I have to submit the profit and loss statement in handwritten form. This is just another absurd example of the tactics used by The Mr. Cooper Group to frustrate me at every step in the application process. \nAlso there has been multiple changes in single point of contacts from The Mr. Cooper Group since the beginning of the year to my loan in XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX, XX/XX/XXXX XXXX XXXX, these arc other ways, so I get confused and no one to blame for not receiving my applications. Attached are letters of change of representatives, please read the complaints I'm not alone. \nOver the years, the Mr. Cooper Group has added more legal fees, inspection fees, default notices filing fees, and administrative fees my loan. These fees are largely unexplained and I believe they are unreasonable and inflated. For example, in XX/XX/XXXX, my account was charged {$12000.00}. \n\nI dispute all these legal fees from The Mr. Cooper Group as well the huge amount of legal fees from foreclosure and bankruptcy attorneys, fees and interest, which I have incurred while defending my XXXX daughters and my wife from the many evictions. I was forced to file for bankruptcy to stop the foreclosure proceedings in order for my family to have a roof over their head. It has been a painful experience not knowing what to expect, and l have spent thousands of dollars defending myself. All of this has contributed to my high mortgage ( balance due to accrued fees ). Attached are some of the fees that I could gather, although they do not encompass I requested a complete \" escrow analysis and corporate advances, '' legal fees, property inspection fees, extra legal fees, default notices, forbearance fees and suspend etc. On XX/XX/XXXX, XXXX was informed by XXXX XXXX, my single point of contact for \" The Mr. Cooper Group '' that it should only take 3 days to obtain, if not 5 days tops to date I have not received this requested documentation. Please look at the statements attached and detail below for reference : from years XXXX XXXX, Nationstar Mortgage charged me for legal fees with property inspections and other fees each month as follows : I have no idea what \" disbursement suspend '' on XX/XX/XXXX statement means, totaling {$14000.00}? so I need the expertise of the attorney general to decipher the charges on my loan mortgage since The Mr. Cooper XXXX refuses to provide me with the statements. \nThese are the only legal fees I could identify until I get my full records, Mr. Cooper group has not sent any account statements to me, and he has only disclosed XXXX ( but not every detail on those years and months ) in The Mr. Cooper 's Group Website, I'm missing many of statements, and I can only XXXX what other fees were applied over the years and what they have charged my account, attached are all the loan modifications I have been wrongfully denied since XXXX, except for the XXXX modification which The Mr .\n\nCooper Group wrongly claimed that I refused on XX/XX/XXXX. This is not accurate due to the CARES ACT related to XXXX. My loan modification was unexecuted because of this forbearance. I spoke to The Mr. Cooper XXXX at that time, and I have attached a letter stating that The Mr. Cooper Group that allowed XXXX forbearance. However, they now claim that I made no payments during that period, despite the letters of forbearance, since our family of XXXX was significantly affected by XXXX. \nMy request is to be able to get back all fees and charges from all those years that they have wrongfully denied, including attorney 's fees, and the interest that has accrued over the years, and the created fees that were wrongfully applied to my loan so that I can qualify for the Homeowner 's Assistance Fund at XXXX, which I desperately need. \nI patiently waited XXXX years for HAF to call me, and when they finally did, I submitted my application. They subsequently denied my application due to high balanced caused by the excessive fees charged to my mortgage account. In conclusion, Mr. Cooper has placed outrageous fees and interest on my loan balance, making it impossible for loan modification. There delay in reviewing me for a modification has also put my HAF application in jeopardy. Pursuant to HAF, if The Mr. Cooper Group would allow me a modification the {$95000.00} from HAF could be used as a good faith down payment. These delays and issues need to be addressed. My pain and suffering from this are greater than I can recover, but with your help and fairness, I hope to see that The Mr. Cooper Group is held accountable for their repeated malicious mistakes that continue to damage my family! \nUltimately, my goal is to have a loan modification approved after all the improper fees and interests are credited to my loan balanced. On XX/XX/XXXX I submitted documents that The Mr. Cooper Group requested, and they rejected them. In the past, all my loan modifications were approved without any documentation.\n\nPlease help me to deal with this disturbing process, I thank you in advance for your efforts of your department. this unfair behavior must cease. The practice of adding extra fees over the years has been unjustly applied to my loan, not to mention the fear of losing my home by the malicious practices from The Mr. Cooper Group. now Rushmore servicing Please feel free to reach out if you need any further assistance or clarification and extra supporting documents. \n\nRespectfully, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NY XXXX : XXXX ( cell ) Email : XXXX Rushmore serviving XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Texas XXXX Attached documents include : An order to show cause dated XX/XX/XXXX, XXXX Mr. Cooper. \n\nA letter dated XX/XX/XXXX, from Mr. Cooper, denying that The Mr. Cooper Group never asked for my ex-wife 's signature in any loan modification ever existed. \nXXXX XXXX guidelines demonstrating oversight mistake All the loan modifications I have been wrongfully denied since XXXX to the present. Statements of legal fees from XXXX to XXXX ( the only ones available so far ). A loan modification imaging cover sheet indicating a missing signature requirement dated XXXX XXXX court foreclosure e-file documents detailing the foreclosure dates. All mail, fax, and website-delivered applications claiming they never received supporting documents Supporting documents include previous letters from the House of XXXX XXXX XXXX XXXX , again putting me into foreclosure without notifying me of the sale auction of my house and claiming they did not receive my mail and application back in XX/XX/XXXX. Just before the order to show cause granted dated XX/XX/XXXX, Screenshot of Legal fees and inspection fees, default notices filing fees, and administrative fees from the foreclosure auction sale of XX/XX/XXXX. \nMr. Coopers Escrow payment history of my fulfilled trial modifications ( excluding legal fees, inspection fees, default notices filing fees, and administrative fees ). \nNumerous letters reaching out to Mr. Cooper from XX/XX/XXXX, by my attorney and me. \nXXXX written to NYLGA foreclosure prevention Project ( XXXX ) dated XX/XX/XXXX. Attention to : XXXX XXXX XXXX ( phone XXXX XXXX XXXX ) has been assisting me on the signature dilemma and overcharge fees, she is a truly knowledgeable Attorney to advise me to write to XXXX XXXX XXXX XXXX XXXX, and expose the unfairness of this m Letter XX/XX/XXXX regarding XXXX forbearance extension.atter. \n\nAn email letter from the Homeowner 's Assistance Fund, NYHAF rejecting my application. XXXX XXXX XXXX from XXXX states we need to request a review due to the nature of my situation. \nOn XX/XX/XXXX, I decided to make extra mortgage payments and was told I was not able to keep making them. Mr. Cooper put my funds in an unapplied fund account totaling {$1100.00} + {$140.00}, attached letters. \nSupporting documents include previous letters from the House of Representatives, XXXX XXXX, again putting me into foreclosure without notifying me of the sale auction of my house and claiming they did not receive my mail and application back in XX/XX/XXXX. Just before the order to show cause granted dated XX/XX/XXXX, by Honorable Judge XXXX XXXX XXXX, Index # XXXX. \n\nLetter from the Office of the State Attorney General, reaching out to you on XX/XX/XXXX just before the order to show cause granted dated XX/XX/XXXX, by Honorable Judge XXXX XXXX XXXX, Index # XXXX. \n\nLetter to the Office of state attorney address to XXXX XXXX explaining my modification was only sign by me XXXX XXXX and not my Ex-wife just before the order to show cause granted dated XX/XX/XXXX, by Honorable Judge XXXX XXXX XXXX, Index # XXXX. \n\n\n\nA letter dated XX/XX/XXXX, from Mr. Cooper, denying that The Mr. Cooper Group never asked for my ex-wife 's signature in any loan modification ever existed. \n\nXXXX XXXX guidelines demonstrating a huge oversight mistake! All the loan modifications I have been wrongfully denied since XXXX to the present. Statements of legal Letter to The Mr. Cooper Group asking to keep accepting my Mortgage payments after my trial loan modification XX/XX/XXXX, I made XXXX payments to fulfill my modification, and then I made XXXX extra mortgage payments in good faith, and they denied accepting more payments. Where are those payments applied to my loan? \nEmails requesting full disclosure complete escrow analysis and corporate advances of my legal fees + property inspections/extra legal fees, default notices, forbearance suspend fees, to XXXX XXXX XXXX XXXX Mr. Cooper XXXX XXXX point of contact at the time of request. \n\nAttached are a list of Mortgage services Violations that has been applied to my loan by The Mr. Cooper Group.","date_sent_to_company":"2025-01-07T18:15:37.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"Conventional home mortgage","zip_code":"11746","tags":"Older American","has_narrative":true,"complaint_id":"11245306","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2024-12-22T23:52:02.000Z","state":"NY","company_public_response":null,"sub_issue":"Application denials"},"highlight":{"complaint_what_happened":["Cooper XXXX XXXX <em>point</em> of contact at the time of request. \n\nAttached are a list of <em>Mortgage</em> <em>services</em> Violations that has been applied to my <em>loan</em> by The Mr. Cooper Group."],"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":[14.292393,"11245306"]},{"_index":"complaint-public-v1","_id":"5158148","_score":13.415291,"_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":["I decided to call their Customer <em>Service</em> Dept and that was another nightmare in itself. One of the many reps I spoke to informed me that none of the Customer <em>Service</em> 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 <em>complaints</em> <em>about</em> Mr. Cooper to Mr."],"product":["<em>Mortgage</em>"],"issue":["Struggling to pay <em>mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[13.415291,"5158148"]},{"_index":"complaint-public-v1","_id":"20992552","_score":12.682981,"_source":{"product":"Mortgage","complaint_what_happened":"CFPB SUPPLEMENTAL COMPLAINT Truist Bank CFPB Complaint ID : XXXX Re : Supplemental Complaint and Rebuttal to Truists XX/XX/XXXX Response Truists XX/XX/XXXX response fails to address material evidence, omits critical facts, and reflects an investigation that was neither reasonable nor complete under XXXXXX/XX/XXXXXXXX ( XXXX ) or XXXX XXXX. XXXX ( b ). \n\nKey Undisputed Fact : Truist has admitted that its notice did not indicate the loan restriction status which prevented [ the borrower ] from processing a regular payment. This complaint can be resolved administratively based on this admitted notice deficiency and the borrowers documented good-faith payment attempts. \nThe factual background, payment chronology, and deficiencies described in the borrowers XXXX and VA XXXX XXXX XXXX complaints are incorporated herein by reference. \n\nThe Core Issue : A Pattern, Not a Single Error Preliminary note : I acknowledge that prior returned ACH payments in XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX resulted in Truist imposing a guaranteed funds restriction on my account. Truists XX/XX/XXXX response also references a letter mailed XX/XX/XXXX, regarding this restriction. The issue before the CFPB is not whether the restriction was warranted or whether a letter was mailed. The issue is whether Truist provided operationally clear instructions on how to comply with the restriction. Truists own XX/XX/XXXX response admits that its notice did not indicate the loan restriction status which prevented [ the borrower ] from processing a regular payment. If even Truists own XXXX XXXX ( XXXX XXXX ) could not resolve the issue at the branch level and had to direct the borrower to the mortgage department, the restriction was not effectively communicated to Truists own personnel let alone to the borrower. \nThis complaint involves a documented pattern of inconsistent, contradictory, and operationally deficient instructions provided by Truist across every servicing channel to a 100 % Permanent and Total XXXX Combat Veteran ( XXXX XXXX XXXX ) with XXXX VA-recognized service-connected conditions including XXXX, XXXX, and hearing XXXX : XXXX. Online Portal : Payment failed to process. No clear error or restriction notice. I informed Truist I could not complete payment online. \nXXXX. Mortgage Phone Operators ( Call XXXX ) : I called Truist. I informed the operator of my XXXX and hearing loss. I requested instructions. I followed them. The payment attempt failed. \nXXXX. Mortgage Phone Operators ( Call XXXX ) : I called again. I again informed the operator of my XXXX. I again followed their instructions. The payment attempt again failed. \nXXXX. Branch Teller ( XX/XX/XXXX ) : I went in person. I informed XXXX XXXX ( XXXX XXXX XXXX ) of my XXXX. I confirmed payment by check was acceptable. She confirmed it was. She accepted and receipted the payment. It was returned XXXX days later. \nXXXX. Teller Voicemail ( XX/XX/XXXX ) : XXXX XXXX left a voicemail confirming she accepted the payment, asking if borrower resolved the issue by phone, and directing borrower to the mortgage department at XXXX confirming branch personnel were unaware of the restriction. I have preserved this voicemail recording. A transcription is attached as Exhibit XXXX. \nXXXX. Branch Manager ( XX/XX/XXXX ) : Could not explain why the accepted payment did not post. Had to contact the mortgage department. \nXXXX. Written Notice ( XX/XX/XXXX ) : Required guaranteed funds but directed payment online, by phone, or by mail. Did not define the term or explain compliance. \nXXXX. Internal Resolution Specialist ( XXXX ) : Spoke with XXXX XXXX XXXX XXXX XXXX and Client Resolution Research XXXX. XXXX XXXX advised escalation to the VA confirming the issue could not be resolved at Truists resolution level. \n\nTruists Critical Admission Establishes Servicer-Caused Delinquency Truists own response states : The letter did not indicate the loan restriction status which prevented you from processing a regular payment. \nThis is not a minor procedural admission. It supports causation. Truist : ( XXXX ) imposed a payment restriction on my account; ( XXXX ) failed to clearly communicate that restriction; and ( XXXX ) that failure materially contributed to my inability to make a compliant payment despite multiple good-faith attempts. Despite acknowledging this deficiency, Truist did not evaluate whether its failure to provide adequate notice contributed to the reported delinquency and did not correct the reporting. \nThe reported delinquency was not the result of nonpayment. It was materially affected by Truists failure to provide clear and accurate payment instructions and its subsequent handling and return of payments made in good faith. \nThe issue is not whether a payment posted after a due date, but whether the servicers own conduct including deficient notice, inconsistent instructions, and failure to investigate identified communications materially affected the borrowers ability to make a compliant payment, rendering the reported delinquency at minimum materially misleading. \nBut for Truists failure to provide operationally clear instructions regarding the guaranteed-funds restriction, the XX/XX/XXXX payment would have been successfully completed and no delinquency would have occurred. \nTruists own conduct prevented the borrower from making a timely compliant payment, and therefore the resulting delinquency reflects a servicer-caused failure rather than a true payment default. \n\nPoint-by-Point Rebuttal to Truists XX/XX/XXXX Response The following addresses each specific deficiency in Truists response, with the applicable legal obligation identified : XXXX. FAILURE TO ADDRESS REQUESTED CALL RECORDINGS Legal obligation : XXXXXX/XX/XXXXXXXX ( XXXX ) requires a servicer to conduct a reasonable investigation of a Notice of Error and provide a written response that addresses the asserted error.\n\nMy Notice of Error expressly required Truist to preserve and review call recordings from XX/XX/XXXX XX/XX/XXXX, identify calls by date, time, and department, and provide written summaries of payment instructions given. Truists response does not reference call recordings, does not confirm whether they were retrieved, and does not provide any summary of instructions. This is a material omission because the core issue is whether I relied on instructions provided by Truists own representatives and whether those instructions were accurate. \n\nXXXX. FAILURE TO ADDRESS MY INBOUND CALLS Legal obligation : XXXXXX/XX/XXXX ( XXXX ) ; XXXX XXXX. XXXX ( b ) requires a furnisher upon dispute to review all relevant information provided. \nI contacted Truist Mortgage Phone Operators on XXXX separate occasions after I was unable to complete payment online. On each call, I informed the operator of my XXXX and requested instructions. Truists response references only outbound collection activity ( XX/XX/XXXX, XXXX ). It does not acknowledge that I called Truist, what instructions I was given, or whether those instructions were accurate. Truist substituted its own outbound collection attempts for actual investigation of the inbound communications that are central to this dispute. This omission is critical because my dispute centers on reliance on Truists own instructions. \n\nXXXX. FAILURE TO ADDRESS TELLER INTERACTION AND VOICEMAIL Legal obligation : XXXXXX/XX/XXXXXXXX ( XXXX ) ; XXXX XXXX. XXXX ( an act is deceptive when a representation misleads a consumer acting reasonably ). \nOn XX/XX/XXXX, I confirmed with XXXX XXXX ( XXXX XXXX XXXX ) that payment by personal check was acceptable. She confirmed it was. She accepted the payment and issued a receipt. On XX/XX/XXXX, XXXX XXXX left a voicemail ( Exhibit XXXX ) in which she confirmed she had accepted a mortgage payment from me, asked if I had been able to resolve anything by phone, and provided the direct number for the mortgage department as XXXX. This contemporaneous communication reflects that, immediately after accepting the payment, branch-level personnel were not able to resolve the issue and directed the borrower to the mortgage department. Notably, the number XXXX XXXX provided differs from the number on Truists XX/XX/XXXX letter ( XXXX ). Truists response does not address XXXX XXXX confirmation of the payment, her follow-up voicemail, or this phone number discrepancy. \n\nXXXX. FAILURE TO ADDRESS BRANCH MANAGER ESCALATION Legal obligation : XXXXXX/XX/XXXX XXXX ( XXXX ) requires investigation of the specific error asserted, including servicer communication failures. \nIn XX/XX/XXXX, the Branch Manager was unable to explain why the XX/XX/XXXX payment did not post despite having been accepted and receipted. She had to contact the mortgage department for clarification. Truists response does not address this escalation or the internal confusion it reveals. This is evidence that the guaranteed funds restriction was not communicated to branch-level personnel. \n\nXXXX. CONTRADICTORY AND INCOMPLETE GUARANTEED FUNDS NOTICE Legal obligation : XXXX XXXX. XXXX ( an act is unfair when it causes substantial injury not reasonably avoidable and not outweighed by countervailing benefits ) ; XXXX XXXX. XXXX ( unfair or deceptive trade practices ). \nTruists XX/XX/XXXX notice stated guaranteed funds are required due to the loan status. The same notice directed payment online, by phone, or by mail. The notice did not define guaranteed funds, did not identify acceptable payment forms ( cashiers check, money order, wire transfer, etc. ), and did not explain how paying online, by phone, or by mail would satisfy the restriction. This notice was not merely unclear it was an operationally unclear and materially incomplete instruction. The XXXX listed payment methods are standard non-guaranteed channels, yet the notice simultaneously required guaranteed funds. These instructions directly contradict each other. A reasonable consumer could not determine from this notice what action to take. The resulting harm was not reasonably avoidable because I relied on Truists own notice and representatives. Truists own response admits this notice was deficient. Truist required guaranteed funds while directing payment through channels that do not operationally accept guaranteed funds without additional instruction, rendering compliance not reasonably achievable. \nAn adequate notice would have : ( XXXX ) defined guaranteed funds ; ( XXXX ) identified which specific payment forms satisfy the restriction ( e.g., cashiers check, money order, wire transfer ) ; ( XXXX ) identified which payment channels accept those forms; and ( XXXX ) provided a specific phone number and point of contact for assistance. Truists notice did none of these. \n\nXXXX. FAILURE TO EXPLAIN ACH DEBIT AND RETURN Legal obligation : XXXX XX/XX/XXXXXXXX ( b ) ( XXXX ) ( errors relating to the payment of a periodic payment ) ; XXXX XXXX. XXXX ( XXXX ) ( investigation and response to qualified written requests and NOEs ). \nThe record shows that an ACH payment of {$2600.00} was debited from my bank account on XX/XX/XXXX, and returned by Truist on XX/XX/XXXX. My Notice of Error requested transaction detail and return information, including return codes and trace data. Truists response does not explain why the ACH was accepted and then returned, what system condition caused the return, or produce the requested return data. \n\nXXXX. FAILURE TO EXPLAIN ACCEPTANCE AND RETURN OF CHECK PAYMENT Legal obligation : XXXX XXXX. XXXX ( harm not reasonably avoidable when borrower relies on servicers own confirmation ) ; XXXXXX/XX/XXXXXXXX ( b ) ( XXXX ). \nThe XX/XX/XXXX payment of {$2700.00} was accepted at the branch, receipted by the teller, and then returned XXXX days later by disbursement check on XX/XX/XXXX. Truists response states only that the funds were not in the form of guaranteed funds. It does not address why the payment was accepted initially, why branch personnel confirmed it was acceptable, or why the branch did not know about the restriction. A payment accepted and receipted by the servicers own branch creates reasonable reliance. \n\nXXXX. XXXX CONTEXT ( SUPPLEMENTARY ) Legal context : XXXX XXXX. XXXX ;XX/XX/XXXX XXXX ( XXXX ). This section provides supplementary context for the primary RESPA, FCRA, and UDAAP claims above. It is not asserted as the central legal theory. \nMy Notice of Error stated that I am a 100 % Permanent and Total XXXX veteran with XXXX, XXXX, and hearing loss requiring VA-issuedXX/XX/XXXXXXXX. It expressly invoked XXXX XXXX. XXXX and requested reasonable accommodation including clear written payment instructions and written summaries of telephone guidance. I informed Truist of my XXXX on every interaction : XXXX phone calls, with XXXX XXXX, in person with the teller, and in person with the Branch Manager. Truists response does not acknowledge the accommodation request, does not reference my XXXX, and relies on unanswered telephone calls as evidence of adequate communication to a veteran with documented hearing loss. Truist did not acknowledge or respond to the accommodation request despite being informed of hearing-related limitations on every interaction. \n\nXXXX. CONCLUSORY DENIAL WITHOUT CAUSATION ANALYSIS Legal obligation : 15 U.S.C. XXXX ( b ) ( furnisher must conduct a reasonable investigation and review all relevant information ) ; XXXX XX/XX/XXXXXXXX ( reasonable policies to ensure accuracy and integrity of furnished information ). \nTruists response states : Our review indicates that our reporting to the credit agencies has been accurate ; therefore, an update is not warranted. This statement is conclusory. It relies solely on payment posting dates without evaluating whether Truists own instructions contributed to the payment failure, whether inconsistent guidance across channels prevented timely payment, or whether the reported delinquency was servicer-caused and therefore materially misleading under 15 U.S.C. XXXX ( a ). A reasonable investigation under the FCRA requires review of all relevant information not merely a payment ledger. \n\nComplete Escalation Chain Every internal remedy was exhausted : front-line operators branch ( XXXXXX/XX/XXXXXXXX branch manager written notice Notice of Error Client Resolution Research XXXX ( XXXX XXXX XXXX XXXX XXXX, who advised escalation to the VA ) CFPB complaint this supplemental complaint. Despite reaching Truists Officer-level resolution staff, the issue was not resolved internally. \n\nXXXX and Communication Failure I informed Truist of my XXXX on every single interaction : on XXXX phone calls to Mortgage Phone Operators, with Client Advocacy, in person with XXXX XXXX ( XXXX XXXX XXXX ), and in person with the Branch Manager. Each time I explained I have hearing loss requiring XX/XX/XXXXXXXX, XXXX, and XXXX, and that I need clear, consistent instructions. \nTruists reliance on unanswered collection calls ( XX/XX/XXXX, XXXX ) as evidence of adequate communication to a veteran with documented hearing loss is inappropriate and raises concerns under XXXX XXXX. XXXX and XXXX XXXX. XXXX. \n\nFederal and State Laws Implicated by Truists Conduct Applicable case law standard ( XXXX XXXX ) : In XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX ( XXXX XXXX. XXXX ), the XXXX XXXX held that when a furnisher does not already possess evidence establishing that disputed information is true, the FCRA requires the furnisher to seek out and obtain evidence before reporting the information as verified. In XXXX v. XXXX University, XXXX XXXX XXXX ( XXXX XX/XX/XXXX XXXX ), the XXXX XXXX held that technically correct information XXXX nonetheless be inaccurate under the FCRA if, through omission, it creates a materially misleading impression. Truists reporting of a XXXXday delinquency without context omitting its own admitted notice deficiency, its inconsistent instructions, and the borrowers multiple good-faith payment attempts creates precisely such a materially misleading impression. \nDistinguishing adverse precedent : In XXXX v. XXXX XXXXXX/XX/XXXXXXXX, XXXX XXXX XXXX ( XXXX XXXX. XXXX ), the XXXX XXXX held that delinquency reporting was accurate where the borrower was making reduced forbearance payments below the contractual amount. That case is distinguishable because the borrower in XXXX was informed of and understood the forbearance terms. Here, the borrower was not informed of how to comply with the guaranteed funds restriction Truist admits this. Additionally, courts that have upheld delinquency reporting have done so where the borrower failed to follow clear payment instructions. Here, the instructions were not clear they were contradictory and operationally incomplete, and Truists own branch employee could not resolve the issue. \n\nXXXX XXXX. XXXX ( XXXX ) ; XXXXXX/XX/XXXXXXXX ( RESPA ) : Inadequate investigation of Notice of Error. Failed to address inbound calls, branch interactions, voicemail, or XXXX. \n15 U.S.C. XXXX ( a ) and ( b ) ( FCRA ) : Furnishing information the furnisher has reasonable cause to believe is inaccurate. Conclusory investigation without meaningful review of disputed facts. \nXXXX XXXX. Part XXXX, Regulation XXXX : Failure to maintain reasonable policies to ensure accuracy and integrity of furnished information. \nXXXX XXXX. XXXX ( XXXX ) : Deceptive notice ; harm not reasonably avoidable ; substantial injury. \nXXXX XXXX. XXXX ( XXXX supplementary ) : Failure to respond to formal accommodation request. Supporting context for primary claims. \nXXXX XXXX. XXXX ( XX/XX/XXXX ) : Unfair and deceptive trade practices. \nXXXX XXXX. XXXX : Communication of information regarding indebtedness known to be misleading. \n\nDocumented Harm Credit score damage : On XX/XX/XXXX before the delinquency was reported my credit scores were :XX/XX/XXXX XXXX ( Good ),XX/XX/XXXXXXXX,XX/XX/XXXXXXXX. As of XX/XX/XXXX, my XX/XX/XXXXFICO Score XXXX has dropped to XXXX ( Fair ) a XXXX decline closely associated in time with the reported XXXXday delinquency. Screenshots documenting both pre-incident and post-incident scores are attached as Exhibit XXXX. \nLivelihood impact : I am a Service-Disabled Veteran-Owned Small Business ( XXXX ) owner registered with SAM.gov. Government contracts in my target range require surety bonding, and bonding underwriters evaluate personal credit as a primary factor in determining bonding capacity and premium rates. The XXXX credit score decline from XXXX ( Good ) to XXXX ( Fair ) has materially impaired my ability to pursue government contracts requiring bonding. I have been deterred from submitting bonding applications for contracts I would otherwise pursue because the current score creates a material risk of denial or less favorable underwriting terms. This directly affects my livelihood. My business operations are supported by attached documentation confirming active Florida XXXX registration and federal XX/XX/XXXXcertification ( Exhibits XXXX and XXXX ). \n\nAdditional Context Regarding Communication Limitations : Due to my service-connected XXXX and XXXX XXXX XXXX ( TBI ) , I am prescribed and take multiple daily medications as part of my ongoing VA treatment. The VAs own XX/XX/XXXX Rating Decision assessed my XXXX as causing occupational and social impairment with reduced reliability and productivity including mild memory loss, such as forgetting names, directions or recent events and difficulty in establishing and maintaining effective work and social relationships. These documented cognitive effects, in combination with medication side effects and documented hearing loss requiring VA-issuedXX/XX/XXXXXXXX ( subsequently diagnosed by VA audiology with tinnitus and mild bilateral hearing loss, for whichXX/XX/XXXXXXXX were prescribed ), increase my reliance on clear, consistent, and unambiguous communication when managing financial obligations. \nOngoing Treatment and Documentation : I am under continuous medical treatment for my service-connected XXXX, anxiety, and XXXX XXXX XXXX ( XX/XX/XXXX ), which includes multiple prescribed daily medications for XXXX, XXXX, anxiety, pain, and related conditions. Documentation of this treatment can be provided if necessary as this matter proceeds. \n\n\nConclusion Taken together, the documented servicing failures, admitted notice deficiency, incomplete investigation, and resulting measurable credit and business harm demonstrate a servicer-driven breakdown that has produced materially misleading reporting requiring correction. \n\nNotice of Intent If Truist does not correct the inaccurate reporting within XX/XX/XXXX days, I intend to pursue all available remedies including private action under 15 U.S.C. XXXX and XXXX ( FCRA ), XXXX XXXX. XXXX ( f ) ( RESPA ), XXXX XXXX. XXXX ( XXXX ), and XXXX XXXX. XXXX ( XX/XX/XXXX ) in the United States District Court, XXXX XXXX of Florida, XXXX XX/XX/XXXX \n\nRespectfully submitted, XXXX XXXX XXXX 100 % VA XXXX and Total XXXX Veteran","date_sent_to_company":"2026-04-06T23:22:14.000Z","issue":"Trouble during payment process","sub_product":"VA mortgage","zip_code":"32092","tags":"Servicemember","has_narrative":true,"complaint_id":"20992552","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRUIST FINANCIAL CORPORATION","date_received":"2026-04-06T21:01:52.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Trying to communicate with the company to fix an issue while managing or servicing your loan"},"highlight":{"complaint_what_happened":["Key Undisputed Fact : Truist has admitted that its notice did not indicate the <em>loan</em> restriction status which prevented [ the borrower ] from processing a regular <em>payment</em>. This <em>complaint</em> can be resolved administratively based on this admitted notice deficiency and the borrowers documented good-faith <em>payment</em> attempts. \nThe factual background, <em>payment</em> chronology, and deficiencies described in the borrowers XXXX and VA XXXX XXXX XXXX <em>complaints</em> are incorporated herein by reference."],"product":["<em>Mortgage</em>"],"issue":["Trouble during <em>payment</em> process"],"sub_product":["VA <em>mortgage</em>"],"sub_issue":["Trying to communicate with the company to fix an issue while managing or <em>servicing</em> your <em>loan</em>"]},"sort":[12.682981,"20992552"]},{"_index":"complaint-public-v1","_id":"4958833","_score":12.601347,"_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":["I want to bring this <em>complaint</em> against our <em>mortgage</em> <em>loan</em> <em>servicer</em>, The MONEY SOURCE ( will refer to them as TMS in this correspondence ) for deliberately pushing our <em>loan</em> to default following our forbearance period. \n\nI obtained a USDA <em>loan</em> 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."],"product":["<em>Mortgage</em>"],"issue":["Struggling to pay <em>mortgage</em>"],"sub_product":["Other type of <em>mortgage</em>"]},"sort":[12.601347,"4958833"]},{"_index":"complaint-public-v1","_id":"16983019","_score":11.525354,"_source":{"product":"Mortgage","complaint_what_happened":"b\"Summary\\n\\nShellpoint / XXXX  have created a pattern of payment re-aging, unapplied funds, and fabricated fees on my post-discharge mortgage account.  Agents repeatedly invoked bankruptcy disclaimersThis is not an attempt to collect a debt due to your discharged bankruptcywhile simultaneously quoting balances and demanding payment.  One agent stated, Thats why I think Im a little confused, admitting they could not reconcile my payments inside their own system.  These actions violate RESPA (Reg X), TILA (Reg Z), FDCPA, and 11 U.S.C.  524(i).XXXX XXXX XXXX XXXX payment held unappliedXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX.  Only XXXX XXXX was credited; the remainder was re-aged to XXXX which was already paid.XXXX XXXX XXXX XXXX XXXX XXXX XXXX online after the portal falsely showed a balance due.  That payment disappearedXXXX XXXX XXXX XXXX XXXX XXXX to close out XXXX  Agent confirmed the loan was current.XXXX XXXX XXXX  Portal briefly displayed the XXXX XXXX  payment, then shifted to show XXXX XXXX due for XXXX  Later a representative told me, I think that went to XXXX, which is impossible.  This is deliberate payment re-aging.\\XXXX XXXX  Calls  Multiple representatives gave conflicting balances.  One said, Thats why I think Im a little confused, proving the account cannot be reconciled from their screens.  They then assessed XXXX XXXX8 in late fees and a XXXXXXXX  property-inspection fee.  When I asked for the inspection date or proof, none existed; the agent simply placed me on hold.\\nStatute\\nCitation\\nConduct\\nRESPA (Reg X)\\n12 C.F.R.  1024.17(k)(1)\\nFailed to credit payments as received; re-aged XXXX XXXX  payment to XXXX XXXXXXXXnCharged unverified property-inspection fees\\n XXXXIgnored error-resolution duties after admitting confusion\\n XXXXFailed to maintain one accurate transactional history\\nTILA (Reg Z)\\n12 C.F.R.  1026.36(c)(1)\\nDid not promptly apply payments\\nFDCPA\\n15 U.S.C.  1692e(2)(A)\\nMisrepresented amount / legal status of debt\\nBankruptcy Code\\n11 U.S.C.  524(i)\\nAltered post-discharge payment application and demanded sums inconsistent with discharge\\n\\nConsumer Harm\\n\\t\\tFalse delinquency of roughly XXXX XXXX despite full, timely paymentsXXXX XXXX XXXX payment induced by inaccurate portal display.\\n\\t\\tUnearned XXXX XXXX XXXXate fees and XXXX  property-inspection fee.\\n\\t\\tContinuous calls using bankruptcy disclaimers while still quoting balancesconfusing and unlawful post-discharge collection.\\n\\t\\tEmotional distress and risk of wrongful foreclosure.\\n\\n\\n\\nRequested Relief\\n\\t1.\\tFull reconciliation of all payments from XXXX XXXX forward.\\n\\t2.\\tWritten confirmation of correct principal balance and application of each payment.\\n\\t3.\\tRefund of duplicate payments, late fees, and the XXXX inspection fee with interest.\\n\\t4.\\tRemoval of any negative credit reporting.\\n\\t5.\\tDisclosure of internal ledger and proof of any claimed property inspection.\\n\\t6.\\tCertification of corrective action to prevent future payment re-aging.\\n\\n\\n\\nSupporting Evidence (to attach)\\n\\t\\tRecordings and transcripts XXXX XXXX XXXX XXXX XXXX calls).\\n\\t\\tPortal screenshots showing XXXX XXXX XXXX XXXX XXXX XXXX due.\\n\\t\\tBank confirmations for XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX\\t\\tAny correspondence referencing payment application task completed.\\n\\n\\n\\nComplainant Statement\\n\\nShellpoint / XXXX  repeatedly misapplied verified payments, told me my funds went to XXXX, added property-inspection fees that never occurred, and invoked bankruptcy language while still demanding money.  One agent openly admitted, Thats why I think Im a little confused.  These actions violate RESPA, TILA, FDCPA, and 11 U.S.C.  524(i).  I request full CFPB and state enforcement review, restitution of all misapplied funds, and sanctions for systemic payment re-aging and fee fabrication.XXXX XXXX XXXX XXXXXXXXI'm sorry, we are unable to make an account match using the last four digits of the Social Security number you entered please try again please enter the last four digits of your Social Security number followed by the pound key We see the number you are calling from today is XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Is this a good number to call using our automatic telephone dialing system for future calls to allow us to use this phone number press one if you would like to opt out press two. Thank you we will update this phone number on your loan. If you are a homeowner in an active or discharged bankruptcy, you may have received a periodic billing statement from us. Recently borrowers in an active or discharged bankruptcy previously did not receive statements unless requested the XXXX XXXX mortgage servicing rule requires mortgage services to send modified periodic statements to consumers who have filed for bankruptcy. These rules went into effect on XXXX XXXX XXXX XXXX  If you do not wish to receive periodic billing statements, you may request in writing that we see sending periodic statements. Our records indicate that you requested a payment application task on your loan. The task has been completed. No further action is needed from you at this time you can review the results by going to shell point mtg XXXX  and reviewing the change on your transaction history, please choose one of the following options to self service your loan to pay by phone using our your call is being transferred please hold thank you for calling Shell point mortgage servicing. Please be advised we are a debt collector. This is not an attempt to collect a debt due to your bankruptcy for training and quality purposes. Your call may be monitored or recorded your estimated wait time is less than two minutes. All of our agents are assisting other customers if you would like to hold your place in queue and have the system call you back press one otherwise please hold for the next available agent call may be returned between XXXX XXXX XXXX XXXX XXXX XXXX XXXX Thank you for calling XXXX. My name is so nice of XXXX and what a recorded line. Who do you have a pleasure speaking with today? \\n\\nYou\\nHi, my name is XXXX XXXX \\n\\nParticipant\\nThank you, XXXX be for verification purposes. Can you please verify the mailing address along with the last four of the Social Security number and account? XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX TN XXXX XXXX XXXX XXXXnParticipant\\nThank you and I see the loan you are calling about your XXXX XXXX XXXX We thank you and your family for your sacrifices and service of our country and our honor to help us our customers and also I'll just get to inform you by breaking is a bad collector. This is not an attempt to collect a debt due to your district bankruptcy and XXXX XXXX Do we have your permission to contact you within the next seven days via call or text using \\n\\nYou\\nYes \\n\\nParticipant\\nour dial if it is needed is it your cell phone number ending in XXXX XXXXYou\\nYes \\n\\nParticipant\\nAnd do you want also to set this up the primary contact of yours? \\n\\nYou\\nYeah \\n\\nParticipant\\nOf a perfect and also XXXX XXXXI'll just need to inform you that your account is currently for a total of XXXX including the total liter see if XXXX and the other fee of XXXX and also if you have some free time, give me visit the web online to check the status of your account and you can set up there for ACH for the payment biweekly and send one please and how many help you for today? \\n\\nYou\\nOK, what is what is the XXXX for? \\n\\nParticipant\\nThat is for the other fees \\n\\nYou\\nWhat fees? \\n\\nParticipant\\nFor the property inspection if you are on 30 days \\n\\nYou\\nWhen was our property inspection? \\n\\nParticipant\\ndelinquent on your yes That property \\n\\nYou\\nWhen was the property inspection done? \\n\\nParticipant\\ninspection if you are on 30 days OK offer for this one let me go ahead and double check. OK go for the \\n\\nYou\\nOK, I'm going \\n\\nParticipant\\nproperty inspection. Let me go ahead and check. When did this property inspection was fine OK and then I'll be back off so would you mind if I put this on hold for about one to two minutes thank you kind to stay on the line. \\n\\nYou\\nOK, go ahead. Go ahead. XXXX XXXX XXXX XXXXSing your loan press one to talk to a loan officer about refinancing your please select one of the following options to be connected to your loan servicer for new rest press two for XXXX  thank you for calling Shell point mortgage servicing, but I couldn't be XXXX XXXX Please enter the last four digits of your Social Security number, followed by the pound key We see the number you are calling from today is XXXX XXXX XXXX XXXX XXXX XXXX XXXX Is this a good number to call using our automatic telephone dialing system for future calls to allow us to use this phone number press one if you would like to opt out press two, thank you, we will update this phone number on your loan. If you are a homeowner in an active or discharged bankruptcy, you may have received a periodic billing statement from us recently borrowers in an active or discharged bankruptcy previously did not receive statements unless requested the XXXX XXXX mortgage servicing rule requires mortgage services to send modified periodic statements to consumers who have filed for bankruptcy. These rules went to effect on XXXX XXXX XXXX XXXX If you do not wish to receive periodic billing statements, you may request in writing that we see sending periodic statements. Our records indicate that you requested a payment application task on your loan. The task has been completed. No further action is needed from you at this time you can review the results by going to shell point mtg XXXX and reviewing the change on your transaction history, please choose one of the following options to self service your loan to pay by phone using our free automated phone system press one for Shell point mortgage servicing contact information press two. For general loan information press, three for escrow your call is being transferred. Please hold thank you for calling Shell point mortgage servicing. Please be advised. We are a debt collector. This is not an attempt to collect a debt due to your bankruptcy for training and quality purposes your call may be monitored or recorded your estimated wait. Thank you for contacting XXXX mortgage servicing. My name is XXXX XXXX on a recorded line with whom do I have a pleasure of speaking? \\n\\nYou\\nYes, my name is XXXX XXXX XXXXParticipant\\nXXXX XXXX, how are you today? \\n\\nYou\\nHow are you doing? \\n\\nParticipant\\nI'm doing well, sir thank you so much for asking the pain before we speak in detail as to why you're calling. Could I please have you provide your mailing address and the last four of your social please? \\XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXParticipant\\nAll right, I want to thank you XXXX XXXX XXXX for verifying that information, sir before we speak in detail please allow me a moment to offer you to say thank you to you and your family for your sacrifice and service of our country. We are honored to have you as a \\n\\nYou\\nThanks \\n\\nParticipant\\ncustomer. I also have informed you, sir, that we will get servicing is a debt collector. This is not an attempt to collect a debt due to the status of your bankruptcy discharge XXXX XXXX if we have to contact you in the next seven days with your updated information, do we have your permission to call? And this permission include automated text messages and automated calls as well \\n\\nYou\\nSure Right \\n\\nParticipant\\nOK, so I do see where your account is eligible to schedule out up to three post payments and all the account also shows that you last called in last week XXXX XXXX XXXX XXXXWhat are you talking about schedule out? \\n\\nParticipant\\nJust like you would write a post check you can write on that check a date just like you would write a \\n\\nYou\\nWhat do you mean oh no no no no no no no \\n\\nParticipant\\npostage \\n\\nYou\\nno no I'm about. I'm supposed to get a check for around three XXXX XXXX XXXX XXXX XXXX she said to be like 7 to 10 days. I'm supposed to have a payment for XXXXXXXX XXXX XXXX XXXXpplied and that was made on XXXX XXXX so I'm just checking the status that. \\n\\nParticipant\\nOK, so what I am seeing on the account at this time looks like the most recent payment we received was on the XXXX XXXX  and that brought your \\n\\nYou\\nFor how much? \\n\\nParticipant\\npayment up Seeing That was XXXX XXXX XXXX \\n\\nYou\\nAnd that paid off XXXX correct? \\n\\nParticipant\\nThat oh yes, sir, that was enough to cover the month of XXXX  that is correct and now the account has been up \\n\\nYou\\nOK, so there was another payment on there. There's another payment that came in on the XXXX XXXX where is that one? \\n\\nParticipant\\nI don't see that payment has been received posted to the account as of yet and I do see on the XXXX you made a payment over the Internet \\n\\nYou\\nRight right for a whole month XXXX towards that payment \\n\\nParticipant\\nThat payment was applied to the month of XXXX XXXXNo, we already paid XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXnParticipant\\nIt shows on the XXXX that you made a payment for XXXX and that was the full amount due which was applied to the amount \\n\\nYou\\nYou're saying we made a pic so let me \\n\\nParticipant\\nYeah, that took \\n\\nYou\\nunderstand something there's XXXX who is sitting in XXXX unapplied we made a payment for XXXX XXXX XXXX XXXX  OK so now that if we take XXXX XXXX of that and put it in of XXXX  that pays off XXXX  so then what are you doing with taxes you put that in XXXX right so then I call in XXXX and I gave her the XXXX  because she says that's how much I owe and if she stated on the XXXX  we're paid off however, now you have an extra payment where is that payment at? \\n\\nParticipant\\nSorry, I don't show that the payment on the XXXX  Let me see says on the XXXX XXXX XXXX XXXX XXXX you added a payment of XXXX XXXX XXXX XXXX XXXX and that was the amount that was posted To XXXX So you paid for XXXX XXXX XXXX XXXX then on XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX how much money do we pay total? \\n\\nParticipanXXXX XXXX XXXX XXXX XXXX XXXX XXXX  you're referring to that was on XXXX XXXX XXXXYou\\nThat's right that sitting in XXXX right and then there's a problem here because you see the payment on XXXX XXXX XXXX XXXX all right so that payment was made on XXXX XXXX actually on our payment history it's on our bank account those payments you drafted out but the prom now is you're only telling me XXXX XXXX  but in fact we paid off XXXX we paid off XXXX and then you got an extra payment so I need to know where that payment is \\n\\nParticipant\\nThat's what we're a little bit confused when we receive a payment on XXXX XXXX you have credit on the account of XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX yesterday we spoke to somebody yesterday XXXX  we had XXXX on paid balance towards our account. We were told that that would be distributed for XXXX XXXX and you guys are going to dismiss a check back and for XXXX XXXX XXXX XXXX XXXX apparently you guys have been with holding unapplied balances which is against spot. And sending out foreclosure notices basically say you gotta pay by the XXXX  that you're three months behind but see the prime is you can't be behind if you're holding money so we just need our money we need you guys to put it on XXXX XXXX XXXX XXXX, and since our check like you agreed to \\n\\nParticipant\\nI'm not sure there's been a price on XXXX XXXX Looks like I'll \\n\\nYou\\nYeah, you guys yeah apparently \\n\\nParticipant\\ncontact and apply. \\n\\nYou\\nSorry \\n\\nParticipant\\nLooks like all parents have an applied \\n\\nYou\\nNo, they haven't. We have XXXX  an unplayed unapplied money. Going back three years see what you're doing as you keep putting us into arrears OK so that we are never ahead but the problem is we're already ahead This is taken care of Sunday a letter was sent to you guys XXXX XXXX we called that was taken care of. She stated got recording everything so I mean gotta have it done. She stated yes I see us XXXX here we're going to, but how do you want me to do this? I said pay XXXX XXXX and then send a check for XXXX XXXX So it was already made \\n\\nParticipant\\nOK, so if you sent a letter but it's being reviewed by our payment processing department but at this time I don't see an unpaid burn on applied balance of XXXX I'm not showing anything and \\n\\nYou\\nWell, they told me but yeah yeah I spoke to you guys yesterday \\n\\nParticipant\\nunapplied \\XXXX you told me you have XXXX unapplied and then you you told me you were gonna pay for XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX \\n\\nParticipant\\nThat's not what I'm saying I am not saying there was an unapplied balance of XXXX yesterday. I'm sitting there wasn't an \\n\\nYou\\nBut there is there is a unified balance, but there is an \\n\\nParticipant\\nunapplied. \\n\\nYou\\nunified balance. No, it's it's more than no you have to go back three XXXX XXXX XXXX that was applied to your XXXX payment \\n\\nYou\\nyears. No you have to go back three years. OK what you're doing is taking the unapplied payments and putting them in another account you're moving them Do you understand you guys I've been sued for this stuff you guys have already been sued for this several \\n\\nParticipant\\nWhere would we move into? \\n\\nYou\\ntimes OK under arrest, but you can't do what you're doing \\n\\nParticipant\\nWell, sure if we don't have a full deal and we can't apply to have to sit on a bike at this point \\n\\nYou\\nWell, why don't you audit it so audit my account so audit my account \\n\\nParticipant\\nAs I advised as I advised already, sir, payment processing is reviewing your account because you sent an email but at this time I do not see that there's XXXX XXXX XXXX XXXX XXXXThen how come yesterday there \\n\\nParticipant\\nwas a high balance of three. I'm not sure I'm not that person, sir but looking at your account yesterday, there was not a balance of \\n\\nYou\\nwas \\n\\nParticipant\\nXXXX  when you're on a bike. \\n\\nYou\\nThere was yesterday I mean, I got recorded talking dispute that \\n\\nParticipant\\nOK sir so if you'd like, you can definitely go ahead and check on our website which will show that there was an \\n\\nYou\\nYeah, your website so that's the \\n\\nParticipant\\nunapplied. I'm sorry I \\n\\nYou\\nproblem. Yeah, it doesn't work. \\n\\nParticipant\\ninterrupted you. Go ahead. \\n\\nYou\\nYeah, the problem with you guys is you say one thing somebody else says something else your website says something else but none of us the truth. You're all contradicting each other. The website does not equal what you're saying you see the problem we're having. \\n\\nParticipant\\nNo sir, because the website shipping matching my payment history and my payment history does not show an \\n\\nYou\\nIt's not matching your payment history \\n\\nParticipant\\nunapplied for XXXX XXXXYou\\nWait, let me ask you this I called on the \\n\\nParticipant\\nyesterday XXXX. I spoke to one of your idiots. I said listen there's two XXXX. Excuse me there is \\n\\nParticipant\\nOK sir, I will not tolerate you being \\n\\nYou\\nXXXX sitting in \\n\\nParticipant\\ndisrespectful. I understand you are XXXX. No I'm not \\n\\nParticipant\\nfrustrated \\n\\nYou\\nfrustrated to listen to me. I'm your \\n\\nParticipant\\nOK \\n\\nYou\\ncustomer there was XXXX and unapplied payments in XXXX  OK we were told that we only owed XXXX XXXX  all right so then we call on the XXXX and then we speak to one of your individual individuals. He says yeah well what happened was you have XXXX on the site in XXXX? OK then he says my wife made a payment foXXXX XXXX XXXX XXXX then he says it that money went to XXXX XXXX XXXX XXXX XXXX XXXX XXXX but then all of a sudden he came back and said you need a calculator and I'm like I don't need a calculator because what happens is you take XXXX XXXX XXXX that complete XXXX and then you've got another XXXX left over whatever whatever it is and XXXX XXXX  So and then he tells us that oh well, you still owe XXXX XXXX XXXX XXXX so you see your math just does not add up. You guys tell one story and then you change it again. You see the problem \\n\\nParticipant\\nAnd we take that out for your XXXX XXXX XXXX XXXX So \\n\\nYou\\nI'm sorry so wait wait I'm sorry on \\n\\nParticipant\\nthen \\n\\nYou\\nXXXX XXXX XXXX XXXX XXXX XXXX  was made right \\n\\nParticipantXXXX XXXX yes and I went and applied which was the XXXX XXXX XXXX XXXXou\\nWhere is it? Where is that money at? \\n\\nParticipant\\nadvised it was the XXXX XXXXou\\nBut it was just unapplied, right \\n\\nParticipant\\nWhen trying to apply \\n\\nYou\\nRight OK so it was unapplied for XXXX My wife made a payment for XXXX XXXX XXXX XXXX XXXX  correct \\n\\nParticipant\\nYes, there was a payment for XXXX XXXX XXXX XXXX XXXXou\\nOK right Then XXXX XXXX went to XXXX right? \\n\\nParticipant\\nNo sir, 3 XXXX XXXX XXXX XXXX SXXXX \\n\\nYou\\nWhere's my XXXX  at? \\n\\nParticipant\\nThat was in the payment because you had made the payment of \\n\\nYou\\nNo wasn't you just told me you just told me that I had \\n\\nParticipanXXXX XXXX there that was \\n\\nParticipant\\nOK sir \\n\\nYou\\nunapplied but yet you just told me and my wife made a payment for XXXX XXXX  which went to 3XXXX XXXX XXXX XXXX so where's my XXXX  payment? The balance it wasn't applied \\n\\nParticipant\\XXXX XXXX XXXX XXXX XXXX XXXX  \\n\\nYou\\nRight \\n\\nParticipant\\n- XXXX because that's what your XXXX payment was was \\n\\nYou\\nHa ha, right \\n\\nParticipant\\nXXXX if you \\n\\nYou\\nHa ha, right \\n\\nParticipant\\XXXX XXXX XXXX\\nSo how much money? \\n\\nParticipant\\nSo then that left \\n\\nYou\\nRight in case no OK so how much money out of that XXXX with the \\n\\nParticipant\\nGo ahead \\n\\nYouXXXX  \\n\\nParticipant\\nI got XXXX  well we first had the XXXX in there so let's go ahead and go XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX \\n\\nYou\\nOK, did that pay it off? \\n\\nParticipant\\nThat paid for XXXX XXXXn\\nYou\\nOK, what about XXXX  then because we still have money left over right? \\n\\nParticipant\\nYou had XXXXXXXX left over a payment was made \\n\\nYou\\nOK \\n\\nParticipant\\nyesterday foXXXX XXXX XXXX which \\n\\nYou\\nHa ha \\n\\nParticipant\\ncompleted your XXXX payment \\n\\nYou\\nNo \\n\\nParticipant\\nleaving XXXX and the unapplied \\n\\nYou\\nI'm sorry when was the payment before that one yesterday? \\n\\nParticipant\\XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX \\n\\nYou\\nNo, it wasn't. It was made on XXXX XXXX XXXX XXXX  You took it on my bank account \\n\\nParticipant\\nI'm showing a payment of seven XXXX XXXX XXXXYou\\nNo, you took out it's showing my bank account you took out XXXX XXXXor the month of XXXX See now we have a problem because your numbers don't match up so where is my XXXX you guys just took out my bank account then \\n\\nParticipant\\nI showed the XXXX XXXX and you advise that you already \\n\\nYou\\nNo \\n\\nParticipant\\nsent a complaint so it is being reviewed by our payment \\n\\nYou\\nBut I'm asking you about my accounting right but I'm asking you about a \\n\\nParticipant\\nprocessing \\n\\nYou\\npayment \\n\\nParticipant\\nAgainst her that has to be done by our payment processing department since they're reviewing it because you're \\n\\nYou\\nBut you just told me yoXXXX XXXX XXXXrticipant\\ninsisting there's XXXX XXXX  \\n\\nYou\\nYou're supposed to understand what's going on but yet you can't find my payment from Sunday You just told me it was paid \\n\\nParticipant\\nI can sure \\n\\nYou\\nXXXX paid for \\n\\nParticipant\\nshow that your XXXX XXXX is paid for \\n\\nYou\\nOK, but when was that payment made for \\n\\nParticipant\\nAnd there's nothing \\n\\nYou\\nXXXX but when was that payment made for \\n\\nParticipant\\nremaining in your pipe The remainder amount of \\n\\nYou\\XXXX? \\n\\nParticipant\\nseven XXXX XXXX as I had advised numerous times now was made on XXXX XXXX that \\n\\nYou\\nFor XXXX XXXX XXXX XXXX \\n\\nYou\\nYou're telling me XXXX XXXX XXXX XXXX XXXX XXXX right Is that correct? \\n\\nParticipant\\nYes \\n\\nYou\\nOK, so that was for what month \\n\\nParticipant\\nCompleted XXXX \\n\\nYou\\nOK, so then XXXX XXXX another payment was made foXXXX XXXX  Where is that money? \\n\\nParticipant\\nI am not saying that one at this time so I can reach out to XXXX  There's nothing in your \\n\\nYou\\nSays it's unapplied \\n\\nParticipant\\nunapplied, sir. There's nothing there. \\n\\nYou\\nSo I made it so you're telling me the payment was already made but then I made another payment That's unapplied you just told me that the payment that I made for XXXX XXXXompleted the XXXX repayment correct? \\n\\nParticipant\\nCorrect that was made on \\n\\nYou\\nRight, but there was another payment made for \\n\\nParticipant\\nXXXX XXXX XXXX XXXX XXXXr that now \\n\\nParticipant\\nOK again I'm \\n\\nYou\\nBut we're missing \\n\\nParticipant\\nI'm not seeing that payment, sir. You're saying it came out of your checking account. OK that's great. \\n\\nYou\\nI'm seeing it right here in front of me. I'm looking at the payment history right here. I'm looking at the payment. I see it right here \\n\\nParticipant\\nNow you're saying \\n\\nYou\\nunapplied since XXXX XXXX XXXXParticipant\\nYeah, you're seeing the XXXX \\n\\nParticipant\\nunapplied balance go from the unapplied with that XXXX XXXX XXXX XXXX XXXX XXXXYou\\nHa ha \\n\\nParticipant\\ncombined and it went towards your XXXXXXXX XXXX XXXXYou\\nSo what about the XXXX XXXX where that go? \\n\\nParticipant\\nThat is what was coming out of the unapplied \\n\\nYou\\nIt wasn't that was the money that it was a payment I made I made a payment for \\n\\nParticipant\\nOK sir, \\n\\nYou\\nXXXX XXXXParticipant\\nagain I am not seeing that and seeing the seven XXXX XXXX  goes with the \\n\\nYou\\nOK, so I just wanna ask you one more question here \\n\\nParticipant\\nunapplied to create XXXX XXXX XXXX and the apply XXXX XXXXu\\nOK, so XXXX was paid off right then you told me that some of that money was left over something that money was left over for \\n\\nParticipant\\nXXXX has been XXXX then you said to complete XXXX  I had to pay XXXX right \\n\\nParticipant\\nI said that you did pay XXXX  yes \\n\\nYou\\nTo complete XXXXr correct to complete XXXX  right again a payment was made for XXXX for the complete month of XXXX so that's an extra payment there \\n\\nParticipant\\nAgain, I'm not seeing that here, sir so I can definitely reach out to my payment \\n\\nYou\\nSo how come my numbers look different than \\n\\nParticipant\\nprocessing department, but I'm not seen that \\n\\nYou\\nyours? \\n\\nParticipant\\nI am not sure sure I can't see what you're looking at. I can see what I'm looking at which is your payment. \\n\\nYou\\nI'm looking it says payment history it is I'm looking at payment history. It says XXXX XXXX XXXX a payment for XXXX was applied or it says applied payment now and you took it out of my bank account and it's just unapplied it's just like sitting see that's the prom you don't you don't even know where this payment is. You guys weren't even know where the XXXX is now. Now you understand what's going on you guys aren't applying money properly Do you have a \\n\\nParticipant\\nI got her. I'm just \\n\\nYou\\nsupervisor do you have anybody? I can talk to that knows what they're doing \\n\\nParticipant\\nshowing that what I'm very well aware of what I'm doing, sir \\n\\nYou\\nOK, where did the payment XXXX XXXX XXXX  go it's on my payment history. I'm looking at it right now. Where is it? \\n\\nParticipant\\nYes, it went from your unapplied to your regular monthly payment for \\n\\nYou\\nIt could've \\n\\nParticipant\\nXXXX \\n\\nYou\\ngone from my monthly payment. You just told me a payment was made. There was a payment in XXXX XXXX XXXX XXXX sitting in XXXX unapplied correct my wife made a payment for my wife made a \\n\\nParticipant\\nCorrect \\n\\nYou\\npayment XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX that went to whatever it was went to XXXX to pay it off right Correct \\n\\nParticipant\\XXXX XXXX  was from the \\n\\nYou\\nbut \\n\\nParticipant\\noriginal on balance and XXXX XXXXYou\\nOK \\n\\nParticipant\\XXXX XXXX XXXX XXXX you made went to your XXXX payment \\n\\nYou\\nOK, and then how much was left over \\n\\nParticipant\\nThat left \\n\\nYou\\nHow much was left over they went to \\n\\nParticipant\\nXXXX XXXX XXXXParticipant\\nAre you going to allow me to answer, sir? \\n\\nYou\\nYes, go ahead \\n\\nParticipant\\nThank you XXXX XXXXYou\\nAnd that was from the XXXX XXXX payment correct? \\n\\nParticipant\\nThat was what was left over of the XXXX XXXX XXXXYou\\nOK and then and then a payment so then yesterday a payment was made for XXXX whatever is a complete XXXX XXXX? \\n\\nParticipant\\nCorrect and we XXXX XXXX XXXX XXXX XXXX XXXX  Shellpoint representatives admitted that a XXXX XXXX  payment existed in unapplied status, contradicted themselves about its destination, and then erased a previously confirmed XXXX XXXX  unapplied balance.\\nThe same call captured two separate employees describing entirely different account realities within minutes of each other.\\n\\nEvidence (verbatim excerpts):\\n\\nI do see there was a balance in the unapplied of XXXX XXXXOK yes, I dont see that  it was about XXXX XXXX  applied yesterday.\\nSupervisorXXXX XXXX XXXX theres another payment that was made  that put your unapplied balance at XXXX XXXX completing XXXX payment.\\n\\nEach statement conflicts with the others. The first recognizes an unapplied payment; the second claims the funds were applied yesterday; the third insists the same payment completed XXXX  a month already paid through prior remittances.\\n\\nInterpretation:\\nThis sequence demonstrates a systemic data-integrity failure rather than a single mis-keyed entry.\\nShellpoints staff are reading from live account screens that change while the customer is on the line  meaning the ledger is being rewritten in real time to reconcile internal errors or conceal unapplied balances.\\nSuch volatility violates:\\n\\t\\tRESPA  1024.38(b)(3)(i)  failure to maintain accurate and accessible records.\\n\\t\\tRESPA  1024.35(a)  servicer notice of error (were a little confused) triggers investigation duty.\\n\\t\\tTILA  1026.36(c)(1)  failure to credit payments as of date received.\\n\\t\\tBankruptcy Code  524(i)  post-discharge tampering with payment application.\\n\\nThe conflicting explanations  unapplied, applied yesterday, completed XXXX   confirm ledger re-aging and manual overrides.\\nNo servicer could produce three mutually exclusive account states unless data are being altered outside ordinary automated posting rules.\\n\\nRisk Impact:\\nThis behavior shows a system-level vulnerability where borrower payments can be suspended, moved backward to earlier months, or erased without audit transparency.\\nThe XXXX XXXX call provides a living snapshot of that process: funds appear in the system, vanish, then reappear labeled applied, enabling Shellpoint to (1) fabricate delinquency, (2) assess late fees and inspection charges, and (3) justify foreclosure notices while still holding consumer money.\\nSuch conduct jeopardizes compliance with federal servicing standards and exposes investors and borrowers to material misrepresentation of cash-flow integrity.\\n\\n\\n\\nSystemic Alignment\\n\\nThe same mis-allocation pattern appears across every month since XXXX XXXX\\t\\tpayments first recorded as unapplied,\\n\\t\\tlater re-aged to prior months,\\n\\t\\tfollowed by fee creation and conflicting balances.\\n\\nThis repetition confirms a servicing algorithm or manual policy, not human error.\\nShellpoints own agents admitted confusion (thats why I think Im a little confused) because their interface dis\"","date_sent_to_company":"2025-11-03T23:01:28.000Z","issue":"Trouble during payment process","sub_product":"VA mortgage","zip_code":"37066","tags":"Servicemember","has_narrative":true,"complaint_id":"16983019","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2025-11-03T22:35:45.000Z","state":"TN","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Payment process"},"highlight":{"complaint_what_happened":["Our records indicate that you requested a <em>payment</em> application task on your <em>loan</em>. The task has been completed. No further action is needed from you at this time you can review the results by going to shell <em>point</em> mtg XXXX  and reviewing the change on your transaction history, please choose one of the following options to self <em>service</em> your <em>loan</em> to pay by phone using our your call is being transferred please hold thank you for calling Shell <em>point</em> <em>mortgage</em> <em>servicing</em>."],"product":["<em>Mortgage</em>"],"issue":["Trouble during <em>payment</em> process"],"sub_product":["VA <em>mortgage</em>"],"sub_issue":["<em>Payment</em> process"]},"sort":[11.525354,"16983019"]},{"_index":"complaint-public-v1","_id":"3592875","_score":10.569222,"_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 <em>service</em> identified by leadership and the <em>complaint</em> board. The entire <em>point</em> of the VA <em>loan</em> 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 <em>loan</em> closed."],"product":["<em>Mortgage</em>"],"issue":["Closing on a <em>mortgage</em>"],"sub_product":["VA <em>mortgage</em>"]},"sort":[10.569222,"3592875"]},{"_index":"complaint-public-v1","_id":"3421922","_score":10.081522,"_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":["To summarize my hardships and <em>complaints</em> with how my <em>loan</em> was handled : I was denied the right to view the revised HMDA closing disclosure 1 business day prior to closing ; The Ally <em>loan</em> team engaged in deceptive advertising and communication ; I was subject to Allys negligent oversight of third-party appraisers ; and, My Ally <em>loan</em> team was incompetent in executing, and grossly negligent in oversight of internal <em>service</em> level obligations in place to ensure <em>loans</em> close in time."],"product":["<em>Mortgage</em>"],"issue":["Closing on a <em>mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[10.081522,"3421922"]},{"_index":"complaint-public-v1","_id":"2584080","_score":9.699184,"_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":["The fact that XXXX XXXX became the investor of an alleged <em>mortgage</em> alleging that both XXXX XXXX XXXX and I XXXX XXXX XXXX signed with a company that never possessed a license to be involved with <em>servicing</em> and <em>mortgages</em> monetarily is fraud and a conspiracy. il."],"product":["Money transfer, virtual currency, or money <em>service</em>"]},"sort":[9.699184,"2584080"]},{"_index":"complaint-public-v1","_id":"3766870","_score":9.694326,"_source":{"product":"Mortgage","complaint_what_happened":"We ( XXXX XXXX XXXX XXXX XXXX ) purchased our house on XX/XX/XXXX. We have made monthly on time payments to our mortgage and escrow since then. We are first time home owners. \n\nOn XX/XX/XXXX we received an email from XXXX XXXX, a representative of our Realtor ( XXXX XXXX XXXX ), that the listing agent for our home had forwarded the tax bill for our property. ( She was forwarding the bill to us for record keeping purposes, however, it was not immediately clear from the email that this was the care ). \n\nOn XX/XX/XXXX we responded to the email from the Realtor inquiring why we were forwarded the bill. We were under the impression that the first portion should have been paid by the listing agent at closing and the second half, our responsibility, should come from our escrow. \n\nOn XX/XX/XXXX we received an email from XXXX XXXX of XXXX XXXX  NMLS XXXX stating that we should not have to take any action on the bill since we have an escrow account and it will be taken care of by the loan servicer ( NewRez ). He advised that we \" check with your loan servicer or the town to make sure it was paid, but I would be surprised it is wasnt. '' XXXX XXXX also replied at that time to clarify that the bill had been forwarded to us only for the purposes of record keeping. \n\nOn XX/XX/XXXX the tax bill was due to be paid. It should have been paid by NewRez from our escrow account, however it was not, and we were not made aware until XX/XX/XXXX. \n\nOn XX/XX/XXXX we received a letter in the mail from the town of XXXX XXXX, ME, stating the tax bill is overdue and if not paid by XX/XX/XXXX it will be Liened. \nOn XX/XX/XXXX we emailed XXXX XXXX and XXXX XXXX questioning why our bill was not paid. Same day response from XXXX XXXX advised us to contact the loan servicer ( NewRez ) to inquire why the tax bill was not paid. \n\nOn XX/XX/XXXX we submitted an online inquiry via NewRez website. We received an automated email response the same day that they had received our inquiry and would be responding as soon as possible. \n\nOn XX/XX/XXXX we received a letter in the mail from NewRez stating they were \" working to gather the requested information and will forward it to us as soon as possible ''. \n\nOn XX/XX/XXXX we received a letter in the mail : Tax Collector 's Notice, Lien Claim and Demand stating a 30 day notice of our unpaid tax bill. \n\nOn XX/XX/XXXX we called NewRez customer service and spoke with an individual ( name unknown ) asking why our escrow did not pay the tax bill and requesting it be paid. The individual was not able to tell us why it was not paid. He stated we should have paid it ourselves and that NewRez is not responsible for paying it. He actually seemed to not know what an escrow account was, stated we had a \" balance '' of ~ {$2500.00} ( which was the amount in our escrow account ) and said that if we paid the \" balance '' of {$2500.00} then we would not \" owe any more escrow ''. After a very confusing 45 minutes on the phone, we were placed on hold and the individual apparently spoke with a colleague, he returned to the line and we reached a point where we were asked to email a copy of the tax bill to XXXX. \n\nOn XX/XX/XXXX we called NewRez customer service and spoke with a different individual ( name unknown ), indicating that the individual we had dealt with the prior day did not inspire confidence that the issue would be resolved. The individual we spoke with this day indicated she would escalate a request to find out why it was not paid and again asked to have the tax bill emailed. \n\nOn XX/XX/XXXX we emailed the tax bill and 30 day lien notice to XXXX. We received no response to this email. \n\nOn XX/XX/XXXX we called NewRez customer service and spoke with a different individual ( name unknown ) to inquire whether the email had been received. We were told that it \" takes 3 business days to receive the email ''. The email was sent on a Friday before memorial day weekend. Therefore 3 business days would take us out to XX/XX/XXXX. \n\nOn XX/XX/XXXX we called NewRez customer service and spoke with a different individual ( name unknown ) to inquire whether the email had been received. We were told the email was received and that the bill was scheduled to be paid the following Friday, which would have been XX/XX/XXXX. We were told to check the balance of the escrow account online on XX/XX/XXXX to be sure the funds had been withdrawn from the escrow account. \n\nOn XX/XX/XXXX we received a letter in the mail from NewRez stating : \" NewRez is in receipt of your correspondence regarding the above referenced loan. Due to the complex nature of the matter, NewRez respectfully requests additional time to respond fully to your inquiry '' They further stated they would : \" respond within the allotted time frame '', which was not indicated within the letter. \n\nOn XX/XX/XXXX we received a different letter in the mail from NewRez stating we had inquired about our delinquent taxes and provided a copy of the tax bill. Further : \" Please be advised, NewRez tax department is currently investigating your delinquent tax bill. Once verification of the delinquent tax bill is completed, NewRez next step is to pay the delinquent tax bill. If any penalties are due, they will be paid by NewRez at no cost to you ''. \n\nOn XX/XX/XXXX we checked the balance of the escrow account and it had not changed. There was no indication that the bill had been paid. \n\nOn XX/XX/XXXX we called NewRez customer service and spoke with XXXX XXXX, again attempting to inquire why the bill was not paid. The individual was not able to tell us why the bill was not paid, and saw no evidence that it was scheduled to be paid on XX/XX/XXXX. The individual was not able to tell us when the bill would be paid. We asked to speak with a manager. \nWe spoke with a manger named XXXX ( last name unknown ). She was unable to tell us why the bill was not paid in XXXX. She was not able to assure us that it would be paid in XX/XX/XXXX when it is due again. She stated the prior request for payment back on XX/XX/XXXX was sent \" without a notation '', therefore the request was discarded. She informed us that tax payments are \" batched '' therefore a onetime online payment is not possible, and was not able to tell us when the next payment batch would be sent, unable to tell us when our bill would be paid. She stated we were \" asking questions there are no answer to ''. She indicated she would send an \" escalated electronic request to the manager of the department responsible for paying the bill ''. She indicated she would hear back within 3 days. She asked that we call back in 3 days. We requested that she call us back instead and she indicated she would do so. When we asked if we could contact that department directly she indicated this was not possible because the department is not licensed to talk with customers. She stated she herself could not call the department ( instead of an electronic request ) because she did not know their telephone number or extension. She apologized several times throughout the conversation and requested that we \" trust '' NewRez would resolve the issue. We indicated that these are essentially empty and remorseless apologies and there is no way we can trust that this issue will be resolved, due to the way it has been handled thus far. We indicated we were extremely displeased with the poor customer service we have received, and lack of resolution of the issue. The phone call took 45 minutes in all. \n\nOn XX/XX/XXXX We emailed XXXX XXXX and XXXX XXXX with the details of this frustrating situation. XXXX XXXX responded same day and advised we contact the XXXX XXXX XXXX XXXX in XXXX and also file a complaint with the CFPB who is the federal regulator, and gave contact information for both. XXXX also indicated he would contact the representative at New Rez to \" get them on it also ''. \nOn XX/XX/XXXX We called the XXXX XXXX XXXX XXXX in XXXX and spoke with XXXX XXXX. He advised to submit a complaint and instructed on how to do so. \n\nOn XX/XX/XXXX We received an email from Realtor XXXX XXXX indicating the listing agent from our house contacted her and was upset due to a threat from the Town of XXXX XXXX to put a lien on his client 's business ( the seller - XXXX XXXX, XXXX  ), due to the unpaid tax bill. We also received an email this day from XXXX XXXX indicating that he had a conversation with the listing agent and informed them that there was no reason for the town to put a lien on the seller as they were not the owner of record as of XX/XX/XXXX. We indicated at that time that we will be submitting a complaint to Bureau of Financial Regulation and XXXX XXXX replied \" Maybe New Rez has really dropped the ball '', to which we replied : \" I would say that is an understatement ''. We indicated we would be likely paying out of pocket at this point, since we have had no luck with trying to resolve the issue with New Rez. We asked how we could go about being reimbursed. XXXX XXXX advised we call the Town Manager, and stated the town would pay us back once New Rez finally did pay the tax. \n\nOn XX/XX/XXXX We spoke with the XXXX XXXX XXXX XXXX department ( XXXX ). We were told that the bill had been pain that day by the seller ( XXXX XXXX, XXXX ). They had gone ahead and paid the tax bill apparently wanting to avoid a lien on their business. XXXX further stated this tax bill was not our responsibility in the first place, but was actually the responsibility of XXXX   XXXX, XXXX  since they were the owners when the tax was assessed on XX/XX/XXXX. We emailed XXXX XXXX, XXXX XXXX as well as XXXX XXXX ( and XXXX XXXX, who has been a CC to all previous email coorespondances ) with that information. We then received a phone call from both XXXX XXXX and XXXX XXXX of XXXX XXXX Title ( this was a 3 way call ) stating that the information from the tax collector 's office that XXXX had given us was not in fact correct. The tax bill was our responsibility and we had signed documents stating this at our closing. Then became the issue : how to get NewRez to pay the tax bill from our escrow, as it should have been done more than 2 months previously, and how to pay back XXXX XXXX, XXXX for the bill they had paid that was not in fact their responsibility. \nWe placed a XXXX way phone call to NewRez along with XXXX XXXX. \nThe following is partial text copied and pasted from an email sent from XXXX XXXX after that phone conversation : \" XXXX and I just spoke with NewRez [ XXXX XXXX XXXX ], and unfortunately had to get tough with them and threaten legal counsel ; but by doing so we have initiated next steps that will hopefully get things on track. I'm recapping our conversation here, and also providing the instructions for next steps that XXXX and I just discussed. \nRECAP : We informed them of XXXX 's horrible experience trying to get this resolved, explained the tax bill periods for XXXX XXXX ( thank you XXXX ), and received an email from XXXX at NewRez confirming the following : 1. A  check was mailed to the tax office for XXXX XXXX on XX/XX/XXXX from NewRez to pay the tax bill, and the fees that accrued for the late payment. \n2. Confirmation that NewRez will be paying the next tax bill by XXXX. \nXXXX and I then spoke with the Tax Deputy for XXXX XXXX and confirmed that the check from XXXX XXXX, XXXX was already deposited. They are expecting the check from NewRez and confirmed once it's received, they'd simply cut a check back to them in the same amount. So here 's the next steps we've taken : NEXT STEPS : I've just sent the following email to XXXX at NewRez : \" Hi XXXX, XXXX and I just spoke with the Tax Deputy for the town of XXXX XXXX, Maine. Unfortunately, the check they received from XXXX XXXX, XXXX has been deposited. We informed the Tax Deputy that a check was on the way from NewRez, and she told us that as soon as it is received, they will simply cut a check back to NewRez in the same amount. This is their protocol that they have to follow. Therefore, we will need to follow plan B and have NewRez cut a check to the XXXX XXXX, XXXX and put in the mail by the end of the business day tomorrow. '' Between XXXX We received several emails from XXXX XXXX, manager at NewRez, with details of the process as he worked through resolving the issue with the tax department. \n\nOn XX/XX/XXXX : Ultimately, NewRez was unable to write a check to XXXX XXXX, XXXX, so they wrote checks to us for the amount of the tax bill and a separate check for the penalties/fees. We deposited both checks then wrote a check for the amount of the tax bill and mailed it to XXXX XXXX, XXXX. \n\nThe End.","date_sent_to_company":"2020-07-27T16:13:15.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"042XX","tags":null,"has_narrative":true,"complaint_id":"3766870","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2020-07-27T16:04:10.000Z","state":"ME","company_public_response":"Company believes complaint represents an opportunity for improvement to better serve consumers","sub_issue":null},"highlight":{"complaint_what_happened":["We indicated at that time that we will be submitting a <em>complaint</em> to Bureau of Financial Regulation and XXXX XXXX replied \" Maybe New Rez has really dropped the ball '', to which we replied : \" I would say that is an understatement ''. We indicated we would be likely paying out of pocket at this <em>point</em>, since we have had no luck with trying to resolve the issue with New Rez. We asked how we could go <em>about</em> being reimbursed."],"product":["<em>Mortgage</em>"],"issue":["Trouble during <em>payment</em> process"],"sub_product":["Conventional home <em>mortgage</em>"],"company_public_response":["Company believes <em>complaint</em> represents an opportunity for improvement to better serve consumers"]},"sort":[9.694326,"3766870"]},{"_index":"complaint-public-v1","_id":"2759570","_score":8.468922,"_source":{"product":"Mortgage","complaint_what_happened":"This complaint and web article is an update from XX/XX/XXXX XXXX XXXX  XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX To XXXX. XXXX : Stop Playing Games. Turn over the keys! \nAs Standing Trustee, You ALONE, are Responsible for all Matters Related to Our Assets & Property. To Not Comply is in Defiance of Federal & State Laws! \n\nTO : XXXX XXXX XXXX, Chief Executive Officer XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. \n\nXXXX, NC XXXX WARNING! \n\n\n\n\n\nTAKE HEED Who is Liable? \n\n\n\n\n\n\n\nAccording to Federal and State Municipal and Local Statutory Laws and Codes, that would be : YOU! \n\n\n\n\n\n\n\nBecause your subordinates can not be used as a shield to hide you from your legal transgressions. \n\n\n\n( XXXX XXXX XXXX, XXXX XXXX XXXX Assistant Vice President/Trustee XXXX XXXX : Assistant Vice President, Beneficiary, Bank of America, as \" Servicer '' XXXX XXXX? Mortgage Complaint Resolution ) Legal Sins that continuously and continually are causing the loss of XXXX XXXX and property. \n\n\n\n\n\n\nAt a compounding cost of countless dollars and holdings. \n\n\n\n\n\n\n\n\n\nBut not without financial and legally grave consequences. \n\n\n\n\n\n\n\nBoth Civil and Criminal \" Civil Cases vs. Criminal Cases - Key Differences Civil cases usually involve private disputes between persons or organizations. Criminal cases involve an action that is considered to be harmful to society as a whole. Below is a comparison of the key differences between civil and criminal cases. '' ( XXXX XXXX XXXX ) '' For you, it 's the calm before the storm. \n\n\n\n\n\n\n\n\n\nI need those keys, or you 'll be forced out of seclusion by my rightful and legally permitted plan of action. \n\n\n\n\n\n\n\nI will change the lock ( which I planned to do anywy ) and move in without further notice. \n\n\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\n\n\nThe Bank of America Board Chair and CEO, that 's whom. \n\n\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\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\n\n\n\n\n\n\nI will start by confronting you on your tactics, the same asXXXX XXXX XXXX, United States Senator, as he did relative to Bank of America, or should I say, \" your '' Swipe Fees? \n\n\n\n\n\n\n\n\n\n\n\n\" First, there is no evidence that your bank could not continue to offer debit cards profitably just with the revenue you will receive under the generous maximum interchange fee rates that the Federal Reserve has established. The Fed found that it costs a bank on average around 7 cents to conduct a debit transaction, and likely far less for a bank with your economies of scale.\n\nUnder the Feds rule you will be allowed to profit handsomely by collecting around 24 cents per transaction. Your decision to charge a new monthly debit fee is an overt attempt to make even more profit off the backs of your customers. \n\n\n\nSecond, I am aware that you and your industry seek to blame swipe fee reform, which I drafted and Congress enacted, for your decision to raise fees on your customers. However, this justification does not add up. According to industry analysts your bank has 38.7 million debit cardholders. Assuming that these cardholders remain your customers and pay your new {$5.00} dollar fee, Bank of America will make an estimated {$2.00} billion annually from this fee on top of the enormous profit it will already receive under the Feds swipe fee rates. \n\n\n\nYet you recently claimed in an SEC filing that the revenue impact of swipe fee reform on your bank would be significantly less than {$2.00} billion - even if the Fed had set a XXXX cent cap rather than the XXXX cent cap they established. It appears that your new fee will result in another windfall for your bank with swipe fee reform as an excuse. \n\n\n\nI challenge you to prove otherwise. \n\n\n\n\n\nThe American people deserve to know the real story about the swipe fee system and the way big banks have colluded to profit excessively at the expense of our nations businesses and consumers. Debit and credit card swipe fees generate billions for your bank each year. But you did not earn these fees by bettering your competitors in a free market, which is how Main Street businesses have to make their money. \n\n\n\nRather, you earned these billions because the Visa and MasterCard duopoly fixed the same high swipe fee rates for your bank that they did for every other bank, thereby immunizing this revenue stream from competitive pressures that would hold fees at a reasonable level. \n\n\n\nNow that the truth about the anti-competitive swipe fee system has been exposed and the process of reform has begun, banks like yours are desperately looking to keep the money flowing like it did in the past. \n\n\n\nAnd as your new fee demonstrates, you are now looking for ways to make even more lucrative profits off of debit cards than you did before. I do not think your customers will be fooled by this. '' The \" American People '' and I, deserve and demand to know why you 're paying lip service to the approval and recording of a \" Clear Title '' Document. \n\n\n\n\n\n\n\nA Reconveyance indigenous to our referenced property that you knew full well and acknowledged. \n\n\n\n\n\n\n\nThat which already has been evident since XX/XX/XXXX, thanks to a Court Ordered Discharge Decree ofa Chapter XXXX Judge and Trustee. \n\n\n\n\n\n\n\nEspecially in light of your Mortgage racketeering history. \n\n\n\n\n\n\n\n\n\nFirst, it was countrywide Loans, CEOXXXX XXXX XXXX illegally concocted a false claim of ownership, even though we never successfully contracted any agreement with that Company. \n\n\n\n\n\n\n\nWhile under your Trusteeship, XXXX XXXX XXXX and XXXX XXXX joined XXXX XXXX XXXX in a racket to swindle us of possession of our property. \n\n\n\n\n\n\n\nThis charade occurring fewer than two months before we were unceremoniously kicked out of property that you personally declared us as owners, \" Under Penalty of Perjury. '' \" Bank of America tops list of mortgage complaints by borrowers The lender has accounted for 30 % of complaints to the Consumer Financial Protection Bureau, with two-thirds of them involving modifications. \n\nXX/XX/XXXX|By XXXX XXXX XXXX XXXX XXXX XXXX XXXX Bank of America noted that the bureau 's website shows 98 % of the problems ( XXXX XXXX XXXX XXXX ) XXXX XXXX XXXX XXXX. , which handles customer service on about 15 % of U.S. home loans, has accounted for 30 % of the mortgage complaints logged by the Consumer Financial Protection Bureau , according to a new database made public by the federal watchdog. \n\n\n\nThe level of customer discontent far greater than at home-lending rivals XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX reflects BofA 's struggles since its XX/XX/XXXX acquisition of XXXX XXXX XXXX. \n\n\n\nin XXXX. Countrywide had become the No. 1 mortgage firm by specializing in subprime and other high-risk loans. \n\nBofA, which has recorded tens of billions of dollars in losses on Countrywide loans, was the object of 15,136 mortgage complaints since XX/XX/XXXX,  when the consumer bureau began taking complaints about home loans. \n\n\nThe bank noted that the bureau 's website shows that 98 % of the problems have been resolved. '' The way it looks to me, XXXX XXXX XXXX, has assumed possession of the house XXXX XXXX XXXX Stole from XXXX XXXX & XXXX XXXX on XX/XX/XXXX. \n\n\n\n\n\nIn essence, that makes you the succeeding Swindler. \n\n\n\n\n\n\n\nThat means for each day you withhold possession from us, the more for which you shall answer. \n\n\n\n\" California Theft / Larceny Law Theft ( also calledlarceny ) is a crime against property in California. To provetheft, a prosecutor must establish the defendant 's intent to permanently take or withhold the property owner 's possession or right to the property -- in other words, thespecific intent to steal. Theft can take on many forms depending on the type of property taken as it can involve : Personal property ; Money ; Real property ; or The value of labor or services. \n\n\nCalifornia Code, Penal Code - PEN 484 | '' \" XXXX XXXX XXXX Announces Upsize and Pricing of Public Offering of Common Shares XX/XX/XXXX XXXX XXXX  Eastern Standard Time 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\" Sometimes, it can take place entirely without the owner 's knowledge. However, theft can also occur where an owner entrusts property to another for a temporary or ongoing purpose and the recipient then fails to return the property when due. \n\n\nTheft is either classified as petty theft or grand theft in California, a difference that depends on the value of the property. Generally, grand theft exists where the property is valued above {$950.00}, but there are some exceptions, such as where the property is taken from the victim 's person or where the property taken consists of a firearm. '' XXXX XXXX XXXX  '' Or, put another way ; received Stolen Goods `` Receiving Stolen Property What Does It Mean to \" Receive Stolen Property ''? \n\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. \n\n\n\nReceiving stolen propertymay be a misdemeanor or felony. '' This is in reference to 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. \n\nThis means that the police can not set up the defendant to receive the stolen property just to bust him or her. \n\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\n\nAmong them, you, as XXXX XXXX XXXX, Bank ofAmerica. \n\n\n\nHard to extend an Olive Branch to a CEO whose Vice Presidents recorded a Deed on behalf of my spouse and yours truly, and then you assume liability Trusteeship of the house ( s ) XXXX swiped. \n\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. '' \" U.S. CodeTitle 18Part IChapter 31 641 18 U.S. Code 641 - Public money, property or records prev |next Whoever embezzles, steals, purloins, or knowingly converts to his use or the use of another, or without authority, sells, conveys or disposes of anyrecord, voucher, money, or thing of value of theUnited Statesor of any department or agency thereof, or any property made or being made under contract for theUnited Statesor 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 thevalueof 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. '' 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\nSome states also differentiate between receiving and possessing stolen property. \n\n\nWell, if we do n't get the keys to the house, or we encounter resistance when we move in, or fail to acquirewritten 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 XXXXXXXX ( XXXX : XXXX ) ( the Company ) announced today that it priced its underwritten public offering of 20,076,891 of its  common shares at a public offering price of {$32.00} per share. \n\nThe Company is offering 9,600,000 of its common shares, according toXXXX, which it says was upsized from the previously announced 8,000,000 common shares, and the selling shareholders are offering 10,476,891 common shares. '' The gross proceeds to the Company, says the article, will be {$310.00} million. \n\n\nThe Company will not receive any proceeds, it says, 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 XX/XX/XXXX, subject to customary closing conditions. '' By proxy of their lingering partnership in Criminal Foreclosures and other Illegal rackets, You, Bank of America CEO XXXX XXXX XXXX are joined at the hip with all the operatives named in the purchase and sale by XXXX XXXX. \n\n\" What If I Did Not Know That the Property Was Stolen? '' The answer : Bank of America is the Trustee So if my spouse an me, as owners possession of the property, then it 's stolen. \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. If 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\nXXXX has said he wanted out, and now, out he goes. \n\n\n\" Trump friend XXXX XXXX cashes out of XXXX XXXX XXXX '' And just as your swipe fees caught up to you, your actions and racketeering on real estate issues are catching up too. \n\n\n\n\n\n\" Analysts have noted that the real rationale behind your new debit fee is likely not to cover debit processing costs ( which are minimal and easily covered by the Feds generous rule ) but rather to push more consumers to use credit cards whose swipe fees are still unregulated and far exceed debit swipe fees. But here competition will help provide an important check. \n\n\n\nWhen drafting my legislation I anticipated that banks would push consumers toward credit cards so I included a provision allowing merchants to offer discounts for debit versus credit. This provision will help consumers at the cash register and also will constrain your and other big banks efforts to steer customers toward credit cards with all their attendant tricks and traps. \n\n\n\nYour banks spokespeople and advocates have argued strenuously that I am responsible for your decision to charge this new fee on all but your wealthiest customers. In response to this I will simply point out that my legislation was enacted in XX/XX/XXXX. In XX/XX/XXXX, the XXXX XXXX XXXX reported that your bank was preparing new fees on basic banking services for XX/XX/XXXX and that Bank of America customers who only want a low-volume checking account will likely be asked to pay for it. \n\n\n\n( End is Seen to Free CheckingXXXX XXXX XXXX XXXX, XX/XX/XXXX ). In other words, it is on the record that your bank was preparing new fees just like this one well before swipe fee reform became law. '' https : //www.durbin.senate.gov/newsroom/press-releases/letter-to-bank-of-america-ceo-XXXX. '' So now, Bank of America, as Trustee, has no defense for not coming up with those keys. \n\n\n\n\n\n\n\nEssentially, 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\" What are the Possible Consequences of Receiving Stolen Property? \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 '' \" Swipe fee reform is merely your latest excuse for jacking up consumer fees, just like the troubled economy was your excuse in XX/XX/XXXX( Banks Boost Customer Fees to Record HighsXXXX XXXX XXXX XXXX, XX/XX/XXXX ), higher costs and consumers increased riskiness was your excuse in XX/XX/XXXX ( Banks find ways to boost fees ; checking accounts latest targetXXXX XXXX, XX/XX/XXXX ), and overdraft restrictions was your excuse in XX/XX/XXXX ( Banks return to charging credit card, checking account feesUSA Today, May 18, 2010 ). \n\n\n\nYour bank has never been shy about seeking more fee revenue to add to the revenue you already receive from maintenance fees, ATM fees, overdraft fees, extended overdrawn balance fees, stop payment fees, interchange fees, research fees and other fees not to mention the interest you receive from lending out consumer deposits. But banks do not need to gouge their customers to operate successfully. \n\n\n\nBanks instead must choose whether their priority will be their customers or their profits and paychecks. You could, for example, choose to give 1.8 million of your customers a reprieve from your new fee by returning the {$9.00} million bonus you received on top of your {$950000.00} salary in XX/XX/XXXX. That choice is yours to make. '' I would agree, and so too, I submit, would my former colleague, XXXX XXXX The following article connected to the above headline is writtenByXXXX XXXX/XX/XX/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 afterXXXX published an exposon the company he founded. \n\n\n\n\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. \n\n\n\n\n\n\n\nAbout the time XXXX XXXX sold his holdings, my spouse and me had filed a written complaint against him with the Consumer Financial ProtectionBureau.\n\nWe sent him a Certified package, wherein he found a  copy of Deed ( s ) of Reconveyance from Bank of America ( XX/XX/XXXX ), and a \" Release of Lien \" Letter ( XX/XX/XXXX ) from XXXX XXXX, XXXX, a \" Wholly-Owned '' subsidiary of Bank of America. \n\n\n\n\n\n\" XXXX XXXX XXXX XXXX, XXXX. \n\n\nLien Release Department XXXX XXXX XXXX XXXX. \nXXXX : AZXXXX XXXX, AZ XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX, CA XXXX RE : 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 onthe 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.A., 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, XXXX. \nLien Release Department '' In addition, we mailed within the packet, copies of Reconveyances from : b ) XXXX XXXX XXXX XXXX. \n\n\n\nc ) 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 Banruptcy 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\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 XXXX, 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. '' In 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\nWere just little people in his world, XXXX XXXX, XXXX, said of XXXX. \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\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\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 Court of Appeal, Fourth District, Division 3, 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 ( 1985 ) 165 Cal.App.3d 312, 317320. ) 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. ( XXXX, supra, 270 Cal.App.2d 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\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. ( 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\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 XX/XX/XXXX, in the U.S. Chapter XXXXBankrupty court ( XXXX ). \n\n\n\nThe court Discharged, our Debt and issued an order directing that 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\" 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. \n\n\n\nThe 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\nThe Order was fulfilled by XXXX XXXX XXXX XXXX, which recorded a Deed of Reconveynance on that same date : XX/XX/XXXX.\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\" 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, supra, 205 Cal.App.4th 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\n( XXXX, supra, 205 Cal.App.4th 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\" U.S. CodeTitle 12Chapter 38A 3763 12 U.S. Code 3763 - Transfer of title and possession 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\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\nAny person remaining in possession of the mortgaged property after thepassageof title shall be deemed a tenant at sufferance subject to eviction under Penalty of Perjury.","date_sent_to_company":"2017-12-20T08:42:57.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"94538","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"2759570","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2017-12-20T03:31:38.000Z","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":["Countrywide had become the No. 1 <em>mortgage</em> firm by specializing in subprime and other high-risk <em>loans</em>. \n\nBofA, which has recorded tens of billions of dollars in losses on Countrywide <em>loans</em>, was the object of 15,136 <em>mortgage</em> <em>complaints</em> since XX/XX/XXXX,  when the consumer bureau began taking <em>complaints</em> <em>about</em> home <em>loans</em>."],"product":["<em>Mortgage</em>"],"issue":["Closing on a <em>mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[8.468922,"2759570"]},{"_index":"complaint-public-v1","_id":"3219098","_score":8.463108,"_source":{"product":"Mortgage","complaint_what_happened":"Step 1 : What is this complaint about? \nMy home located XXXX XXXX XXXX, XXXX XXXX MD XXXX sustained water damage XX/XX/XXXX. The lending institution 1. Wells Fargo has been holding on to funds in an escrow account for over two years refusing to release funds for the repair of the home or for the mold clean up. Funds that were issued by my insurance company XXXX ( with Wells Fargo and contractor XXXX as the co-signers ), in the amount of {$86000.00}. When the home was 50 % complete Wells Fargo did an inspection on the home before releasing any funds to the contractor XXXX. Wells Fargo found that the repairs were substandard ( warped wood flooring on throughout the first level, living room, dining room, kitchen, family room and sitting room ) and would not release the funds to the contractor and advised me. Wells Fargo failed to put any type of stipulation for release to the contractor. And refusing to release any funds needed to make the necessary repairs or mold cleanup has kept this family out of their home and when in the home has led to health issues as well as financial hardship.\n\n2. XXXX the insurer, not only continued to send all funds to the lending institution, Wells Fargo, after I asked them not to because Wells continued to hold all funds meant to repair the home in an escrow. This Wells Fargo did for over two years causing me and my family to fall into financial hardship while paying additional expenses on a displaced family rental apartment, utility, and expenses on the empty molded home to include HOA fees, taxes, utility maintenance etc. When trying to get the home repaired Wells Fargo continued to make me jump hoops ( paper work ) with the promise of releasing the funds to contractors for repair, then reneging on the promise ( XX/XX/XXXX Wells had me sign an indemnification to protect themselves from my assisting XXXX with a law suit against them. This Wells did promising to pay another contractor to fix the home. Once the indemnification was signed Wells refused payment to the hired contractor. ) Step 2 : What type of problem are you having?\n\n1. Financial hardship, Wells Fargo offered to modify the loan but during the process negated on the modification and started the foreclosure process XX/XX/XXXX. Wells Fargo bank retaliated against me when I tried to work out payment for the contractor XXXX by hiring a lawyer Mr. XXXX to negotiate payment for XXXX to go away and end a law suit against me. XX/XX/XXXX I sent Wells Fargo a permission letter for conversation with my lawyer. XX/XX/XXXX Wells Fargo stopped all modification paper work and issued to me foreclosure documents 2. Law suit for {$110000.00} from XXXX. My lawyer formatted a document asking XXXX to settle for the amount of funds held in escrow {$86000.00}. XXXX. To settle the suit and go away ( my intention was to sell immediately and get from under the financial bleeding of paying expenses on two homes. ) Wells Fargo refused to release the money and ask me to let them do another in section to make sure the home was 100 % complete finished.\n\n3. I used my own money to complete the repairs ( corrections were not done only completion of carpet, mold clean up etc. Initially I sent Wells Fargo the required docs that they required a hired contractor to fill out for payment. Wells still refused to pay the contractor. I ended up paying out of pocket. I later sent Wells ' the receipt for reimbursement, Wells still refused to pay me. \n\nNote : During the inspection Wells Fargo inspectors noted the terrible work that was done by XXXX directly to me ( the wood flooring was warped throughout the first level, living room, dining room, kitchen family room and flower room. Dry walling in the basement was terribly done and water was still underneath the paint. The garage wall was nailed together in some places with no tape or mud and gouges and broken pieces were misplaced together. The paint in the master bedroom and bathroom had been diluted to the point that it looked white instead of the requested color. I took pictures and so did Wells Fargo inspectors ). The inspectors asked if permits had been pulled. I did not know. Wells inspectors stated they were not going to sign to issue any funds and asked that I go to XXXX in MD and check to see if the needed permits had been pulled I did and no permits had been pulled. \n\nWells Fargo later informed me that they were putting the funds into an Escrow account. After the inspection, I choose not to move forward with XXXX as a contractor and based on Wells Fargo advice I was told in order to move forward with another contractor I had to terminate my contract with XXXX, which I did. I also asked XXXX to give me a cost estimate on the work that had been done. From that cost I would subtract the cost of any work that had to be re-done over and pay them what was owed. XXXX stated they wanted the full amount of the check {$86000.00} that was issued from XXXX although they had not completed the work. XXXX was only 50 % complete with the work when they asked for the inspection and submitted to me a receipt for {$45000.00} to submit to Wells Fargo for payment ( see attachment ). Carpet had not been put down throughout the basement area or on the second level hall way, two levels of stairs ( one leading from the basement and one stair case to the second level of the home, the master bedroom, the master bedroom closet or hall. Mold had built up in the home on the exposed subflooring, basement, master bedroom and library. \n\n2. XXXX the insurer, not only continued to send all funds to lending institution, Wells Fargo, knowing that Wells was not releasing the funds to the insurer for repairs, stopped payment on the displaced family rental apartment, utility, etc expenses in an attempt to force payment to their preferred contractor XXXX. \n\n3. XXXX the contractor did a bad job on the home ( noted by the Wells Fargo inspector XX/XX/XXXX during an n inspection. Walked off the job ( requested full payment on a job half done then lied at court stating they completed  the job 100 % and got a mechanic lien on the home. \na. XXXX preferred contractor XXXX walked off the job when the home was only 50 % complete due to XXXX failure to make the initial 1/3 payment in a timely manner. When funds were finally made available from XXXX in the amount of {$86000.00} ( XXXX issued full payment in advance ) a check with my name the Wells Fargo and XXXX name was on it. XX/XX/XXXX XXXX and I signed the check and submitted to Wells Fargo Bank for endorsement. XXXX was to receive a 50 % payment for the fifty percent complete of work that was done ( see attachment of XXXX request ). Wells Fargo required an inspection at 50 % before any funds would be release. \nb.XXXX XXXX XXXX put a mechanic lien on my home without contacting me or my knowledge, an appeal is currently place due to XXXX false statement of service and stating that they completed the job 100 % ) the mechanic lien on my property if for more than one hundred thousand dollars. \n\n\n4. XXXX XXXX XXXX failed to cure or treat the home for mold when hired to mitigate the water damaged home. XX/XX/XXXX during an inspection with XXXX XXXX XXXX and later refuse to clean up the mold that accumulated in the home when it was brought to the companys attention by the owner XX/XX/XXXX during an inspection with XXXX adjuster. XXXX XXXX stored all the house hold items of the insured for over two years  making contact only with XXXX for payment. XXXX XXXX got its payment directly from XXXX and failed to contact the insurer when XXXX stop paying on the storage and ignored any contact from the insured on the mold that needed to be cleaned from the home so that the family could move back into their home. The insured was forced to pay out of pocket to clean up the mold ( Wells Fargo refuse to release any money for mold clean up also ) When the insured contacted XXXX XXXX for their items they were told that a bill of {$1700.00}, XXXX had to be paid, refusing to release the homeowners items a.XXXX XXXX had failed to properly treat for mold and also left wet items in the basement ( furniture, cloths, XXXX  items etc ).\n\nStep 3 : What happened?\n\nWells Fargo intentionally held the money meant for repairs of my home in escrow for over two years with the intent of having the home fall into foreclosure and me and my family be financially destitute while trying to hold on to the home pay, pay for repairs and for my family displaced rental and its expenses. \n\nStep 4 : What company is this complaint about? \na. Wells Fargo ( property loss department ) email : XXXX Phone : XXXX-XXXX-XXXX, contact XXXX : ext. : XXXX b. XXXX XXXX XXXX : XXXX XXXX XXXX XXXX, MD XXXX c. XXXX XXXX   XXXX : XXXX XXXX XXXX XXXX, XXXX XXXX, XXXX  XXXX, MD XXXX, Toll Free : XXXX.XXXX.XXXX, Fax : XXXX.XXXX.XXXX d. XXXX : Step 5 : what do you want to happen? \nWhat I want to happen with Wells Fargo : 1. To release the {$86000.00} held in escrow with interest 2. Forgive all mortgage payments owed during the time that I was unable to live in the home while Wells Fargo held the repair funds in escrow {$86000.00}.\n\n3. Pay all rental expenses/utilities/moving cost etc. that I and my family incurred during the time that Wells Fargo held repair funds in escrow 4. Pay interest incurred on credit card due to expenses ( rent, food, utilities on home and rental ) accumulated when repair funds were in escrow 5. Remove all negative reports issued to credit reporting agencies late fees, delinquencies foreclosures etc. from my credit that was due to this event 6, Remove any and all negative items put on credit report 7. Stop foreclosure, continue modification. \n\nWhat I want from XXXX XXXX XXXX : 1. To released, deliver and unpack all stored items directly to me without cost 2. To provide me with an inventory of all stored items.\n\n3. To provide me with an inventory for items that were damage and thrown out by XXXX XXXX during clean up 4. Reimbursement for mold clean up 5. Pay for items left in the home by XXXX XXXX during that was damaged by mold build up 6. Pay all rental expenses/utilities/moving cost that me and my family incurred during the time Mold sat in home 7. Pay for cost of mold inspection 8. Pay for TCSM test due to XXXX XXXX letting strangers into the home 9. Pay for clean up on items left in basement that was not address during XXXX XXXX  clean up and were left molded and 10. Pay for all medical and transportation fees caused by the mold build up in the home 11. Pay for interest incurred on credit cards used to cover expenses during mold period 12. Remove any negative credit reports sent in to credit beurea due to past due billing etc. \n13/ to pay for items that were thrown out and not listed or reported to insurance company/me as A loss 14. Pay cost for increase on insurance caused by having to report mold loss due to XXXX XXXX inadequate clean up What I want from XXXX : 1. Pay with interest : all rental, utility, cable, security and food expense etc. incurred during the time me and my family live outside the home due to loss 2. Pay interest etc. incurred on credit card used to pay for food, rent utility mold clean up etc. During loss and time family lived outside of home 3. Pay for all medical and transportation fees caused by the mold build up in the home.\n\n4 Remove any and all negative items put on credit report 5. Pain and suffering cost to family for inconvenience on having to stay in rental for two years when XXXX failed to pay rental, food, utilities etc. \n\nWhat I want from XXXX : 1. Remove maintenance lien from home 2. Go away : without payment on the shoddy work that was done ( whether it has to be redone or not ) 3. Pay for pain and suffering caused by the length of time me and my family were not able to live in our home after XXXX walked off the job 4. Pay expenses incurred during time family was out of home during contractors dispute with bank homeowner 5. Remove any negative items put on credit report","date_sent_to_company":"2019-04-24T17:35:12.000Z","issue":"Struggling to pay mortgage","sub_product":"VA mortgage","zip_code":"20772","tags":"Servicemember","has_narrative":true,"complaint_id":"3219098","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2019-04-22T18:33:47.000Z","state":"MD","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":["Once the indemnification was signed Wells refused <em>payment</em> to the hired contractor. ) Step 2 : What type of problem are you having?\n\n1. Financial hardship, Wells Fargo offered to modify the <em>loan</em> but during the process negated on the modification and started the foreclosure process XX/XX/XXXX. Wells Fargo bank retaliated against me when I tried to work out <em>payment</em> for the contractor XXXX by hiring a lawyer Mr. XXXX to negotiate <em>payment</em> for XXXX to go away and end a law suit against me."],"product":["<em>Mortgage</em>"],"issue":["Struggling to pay <em>mortgage</em>"],"sub_product":["VA <em>mortgage</em>"]},"sort":[8.463108,"3219098"]},{"_index":"complaint-public-v1","_id":"3152635","_score":8.024824,"_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 <em>Loan</em> 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":[8.024824,"3152635"]},{"_index":"complaint-public-v1","_id":"2758925","_score":7.606262,"_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":["The <em>loan</em> <em>servicing</em> company had a record of the <em>payments</em> showing the payoff by cashiers check as well as a notation that the documents had been returned for reconveyance. '' The <em>loan</em> <em>servicing</em> company had held the original Note and Deed of Trust until the <em>loan</em> was paid, saysXXXX XXXX, meaning that the Seller could not have assigned or sold it during that time."],"product":["<em>Mortgage</em>"],"issue":["Closing on a <em>mortgage</em>"],"sub_product":["Conventional home <em>mortgage</em>"]},"sort":[7.606262,"2758925"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":25,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":25}]}},"product":{"doc_count":25,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Mortgage","doc_count":21,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":9},{"key":"VA mortgage","doc_count":5},{"key":"FHA mortgage","doc_count":4},{"key":"Conventional fixed mortgage","doc_count":1},{"key":"Other type of 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