{"took":235,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":24,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"9753983","_score":24.210787,"_source":{"product":"Mortgage","complaint_what_happened":"In XXXX of XXXX they purchased our loan and we received our first statement on XX/XX/XXXX. \n\nIssue number XXXX ( XX/XX/XXXX- XX/XX/XXXX ) - Charging insurance to our account beginning XX/XX/XXXX. We have had full and complete coverage, but Newrez decided to add coverage to our property. They added charges accordingly. Notifications were sent to an old address, so we never received any notification. We are not sure how the addressed changed from when they took over the account to XXXX, but they reverted to an old address. Because of their incorrect address change, this went on like this for several months. We are autopay, so all we knew was that they were receiving our payments. By XXXX of XXXX they had finally called us and we immediately provided the necessary XXXX documentation and expected this to be resolved. They were using our mortgage payment to escrow for insurance and taxes that we did not owe. \n\nIssue number XXXX - ( XX/XX/XXXX- XXXX ) By XXXX they had indicated that our account was overdue and for us to avoid a credit impact, we were requested to pay additional funds while they were figuring this out. We decided to pay the additional money, even though we had never missed a payment and did not actually owe any money. But we did not want our credit affected from a mistake that NewRez had made. \n\n- XX/XX/XXXX - XXXX check was sent from NewRez for {$560.00} which was supposed to be a reversal of escrow and money we had overpaid. We deposited the check on XX/XX/XXXX. \n\n- XX/XX/XXXX- Newrez issued a 2nd check for {$560.00} which we never received, they put a stop payment on the check during XXXX and then charged us late fees and NSF fees associated with this. \n\nIssue number 3 - Address - XX/XX/XXXX - XX/XX/XXXX- the correct mailing address was used - it is a Texas address - XX/XX/XXXX - XXXX XXXX- the incorrect mailing address was used - it is a Florida address and is about XXXX XXXX XXXX. \n- XX/XX/XXXX - current - the correct mailing address is being used. This could not have been changed by us, we were out of the country for an extended time. \n\nWe have had several calls and letters exchanged with the company and while the supervisors understand the issue, it remains unsolved. \n\nWe need some help please! \n\nWe were never late, We always had insurance, We never changed our address and we had to pay extra and it still is not resolved.","date_sent_to_company":"2024-08-08T21:32:04.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"76034","tags":null,"has_narrative":true,"complaint_id":"9753983","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2024-08-08T20:45:05.000Z","state":"TX","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Fees charged"},"highlight":{"complaint_what_happened":["This could not have been <em>changed</em> by us, we <em>were</em> out of the country for an extended time. \n\nWe have had several calls and letters exchanged with the company and while the supervisors understand the issue, it remains unsolved. \n\nWe need some help <em>please</em>! \n\nWe <em>were</em> <em>never</em> <em>late</em>, We <em>always</em> had <em>insurance</em>, We <em>never</em> <em>changed</em> our address and we had to pay <em>extra</em> and it still is not resolved."]},"sort":[24.210787,"9753983"]},{"_index":"complaint-public-v1","_id":"5196643","_score":20.675352,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"In XX/XX/XXXX, I co-signed on a loan for my daughter for a new XXXX vehicle. About two weeks later, she was in a car accident that resulted in the vehicle being a total loss. I immediately filed a claim with our insurance company and continued to make the payments on time until the loan was paid in full by our insurance company. The insurance claim process took extra time to settle because the car was brand new and had never been titled before. Title processing, receiving the new title, receiving the new title from the state, and transferring to XXXX, and finally to the insurance company took about 3-4 months. The insurance company required a title to cut a check. Regardless, I continued to make the loan payments on time. No payments were ever past due, and the loan was eventually paid in full. As a matter of fact, I had made an extra payment, that was eventually returned to me by XXXX, because I was worried XXXX  would not receive the loan pay off from the insurance company before the last payment was due. \nAfter five months, in XX/XX/XXXX, XXXX  finally received the pay off check from XXXX. \nMy credit reports did not indicate any late payments or charge off until after the loan was paid in full. XXXX reported to the credit bureaus that the loan was a charge off and reported I was late on two payments in XX/XX/XXXX and XX/XX/XXXX. I WAS NEVER LATE! I made monthly payments by phone to XXXX each month, before the end of the grace period. As a matter of fact, the XXXX  representative told me to wait to make the monthly payment until the last few days of the grace periods in case they received the insurance pay off check before then. \nMy credit is very important to me. My credit score was around XXXX before this. After the inaccurate XXXX reporting, it went all the way down to around XXXX. This inaccurate reporting has affected me and my credit in so many ways! The loan was never a charge off, and I always paid each monthly payment before the grace period ended, although thats not what is reported. \nI was told by a Hyundai Finance representative that the loan is being reported as a charge off because I didnt pay off the loan in full quick enough, as payment in full is required in a certain amount of days in a total-loss situation. ( They never informed me of this stupid policy while making my payments every month on the phone, knowing the whole situation. ) I was later told the only way for me to have avoided this credit reporting was to pay the loan off in full myself, in the required about of days ( I believe it was 120 days or so. ) I was informed I could send a letter to Hyundai Finance Disputes Department, and it had to be a letter form they did not have a phone number only written correspondence was allowed to this department. \nI have written the disputes department twice, and they have rejected my requests both times stating the disputed information is accurate as reported. \nI feel I am being punished even though I was completely financially responsible, and fully fulfilled my financial obligations. I continued to make the payments on time, every month until the loan was paid off by the insurance company claim. The pay off check was mailed directed to XXXX by XXXX insurance company. Apparently, the only way the charge-off reporting could have been avoided was to pay the {$28000.00} loan off in full myself, out of my own pocket, within their short time limit. How many people can actually do this? As long as I was making the payments on time, and they confirmed the insurance claim was processing, and all they were waiting on was the car title to pay off, why is a derogatory credit report being made? \nIve tried very hard, for several months, to rectify this situation with Hyundai Finance ( verbally and written ) and they have refused to help. \nPlease help me get the XXXX  charge-off and late payments reported to the credit bureaus corrected on my credit reports. \nThank you so very much! \nRespectfully, XXXX XXXX XXXX : a As you can see, XXXX was not reporting any late payments in early XX/XX/XXXX, but once the loan was paid off, they are showing late payments and charge offs in XX/XX/XXXX and XX/XX/XXXX. So they reported on time payments, then change it once the loan was paid in full. It does not make any since.","date_sent_to_company":"2022-02-08T06:40:20.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Loan","zip_code":"72023","tags":"Servicemember","has_narrative":true,"complaint_id":"5196643","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"HYUNDAI CAPITAL AMERICA","date_received":"2022-02-08T00:15:05.000Z","state":"AR","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Investigation took more than 30 days"},"highlight":{"complaint_what_happened":["About two weeks <em>later</em>, she was in a car accident that resulted in the vehicle being a total loss. I immediately filed a claim with our <em>insurance</em> company and continued to make the payments on time until the loan was paid in full by our <em>insurance</em> company. The <em>insurance</em> claim process took <em>extra</em> time to settle because the car was brand new and had <em>never</em> been titled before."]},"sort":[20.675352,"5196643"]},{"_index":"complaint-public-v1","_id":"6411644","_score":18.843407,"_source":{"product":"Debt collection","complaint_what_happened":"Missing FDIC personal checking account funds from XXXX XXXX ( from multiple XXXX XXXX XXXXXXXX accounts since XXXX ) and mine ( from separate XXXX XXXX XXXX  account ) that are FDIC insured to pay the failed bank XXXX, XXXX XXXX and nationstar for the real estate contract that pays off the mortgage on our personal residence of 14 years at XXXX XXXX XXXX XXXX XXXX NM XXXX Those funds are misplaced, embezzled or misapplied to someone else 's account or incorrectly. \n\nThe loan was not an interest only we were told neither a reverse mortgage or had any other loan than the original XXXX loan. we were told is the same loan that got transferred to XXXX XXXX XXXXXXXX and sold or pennies to the dollar to nationstar, as servicers. \nWe paid ( see attachments ) but those FDIC insured checking account funds from our personal checking accounts at XXXX XXXX  XXXX are missing between the fiduciary and XXXX XXXXXXXX XXXX and nationstar. \n\nWe request to collect on them under the FDIC insurance because the payents were for house payments and not to be stolen. There is a papertrail i am sure you can investigate. \n\nWhere it is or can you please see the FDIC claim we did on the money, that was in XXXX XXXX XXXXXXXX for XXXX XXXXXXXX XXXX mortgage through the fiduciary XXXXXXXX XXXXXXXX \nWe bought a home in XXXX XXXX for the amount listed in the HUD and the XXXX XXXX of nm purchase contract. where XXXX XXXX used their vendor XXXX XXXX to collect on a seller financing XXXX dollar per dollar contract per mls financing advertising of the XXXX XXXX XXXX XXXX XXXX The XXXX listing was cancelled because we were told \" the buyers did not qualify '' and later on, the appraisal came after closing about 30K less than the sales price/mortgage value wrapped of XXXX We already bought so it was a done deal. The roof or part of it fell and leaked we did not get the invoice of the \" XXXX XXXX XXXX XXXX and did not exist. The pool had problems with water connection and we looked and no survey was done. \nWe started paying and the payment went up and one month in XXXX went up by XXXX XXXX We never got a note or amortization table and the hud statement did not show but the sales price that we were told was the mortgage balance. \nWe made the monthly payments and we were told in XXXX that if we want to keep the house we need to deposit extra cash. We did we want to keep our home. The payments are attached here. In XXXX my mother got interest and title from the XXXX 's and myself. WE found out that the property was in foreclosure in XXXX by chance as I was looking for a case in relation to my XXXX son ( guardianship ). We were never served with the original note and to this date we do not have a copy or full history how the loan numbers kept on changing and there were always behind. I put downpayment too and two extra payments as you can see from the hud statement We never got XXXX those were going to the escrow company and those funds got lost too.","date_sent_to_company":"2023-01-27T18:46:50.000Z","issue":"False statements or representation","sub_product":"Mortgage debt","zip_code":"87120","tags":"Servicemember","has_narrative":true,"complaint_id":"6411644","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2023-01-08T11:08:05.000Z","state":"NM","company_public_response":null,"sub_issue":"Attempted to collect wrong amount"},"highlight":{"complaint_what_happened":["We <em>were</em> <em>never</em> served with the original note and to this date we do not have a copy or full history how the loan numbers kept on <em>changing</em> and there <em>were</em> <em>always</em> behind. I put downpayment too and two <em>extra</em> payments as you can see from the hud statement We <em>never</em> got XXXX those <em>were</em> going to the escrow company and those funds got lost too."]},"sort":[18.843407,"6411644"]},{"_index":"complaint-public-v1","_id":"6413642","_score":18.812634,"_source":{"product":"Debt collection","complaint_what_happened":"Missing FDIC personal checking account funds from XXXX XXXX ( from multiple bank of america accounts since XXXX ) and mine ( from separate bank of america account ) that are FDIC insured to pay the failed bank countrywidde, bankof america and XXXX for the real estate contract that pays off the mortgage on our personal residence of 14 years at XXXX XXXX XXXX XXXX XXXX NM XXXX Those funds are misplaced, embezzled or misapplied to someone else 's account or incorrectly. \n\nThe loan was not an interest only we were told neither a reverse mortgage or had any other loan than the original countrywide loan. we were told is the same loan that got transferred to bank of america and sold or pennies to the dollar to nationstar, as servicers. \nWe paid ( see attachments ) but those FDIC insured checking account funds from our personal checking accounts at bank of america are missing between the fiduciary and bank of america and nationstar. \n\nWe request to collect on them under the FDIC insurance because the payents were for house payments and not to be stolen. There is a papertrail i am sure you can investigate. \n\nWhere it is or can you please see the FDIC claim we did on the money, that was in bank of america for bank of america mortgage through the fiduciary XXXX trust. \nWe bought a home in XXXX XXXX for the amount listed in the HUD and the XXXX XXXX XXXX XXXX purchase contract. where XXXX XXXX used their vendor XXXX XXXX to collect on a seller financing wrap dollar per dollar contract per mls financing advertising of the XXXX XXXX XXXX XXXX XXXX The mls listing was cancelled because we were told \" the buyers did not qualify '' and later on, the appraisal came after closing about XXXX less than the sales price/mortgage value wrapped of XXXX We already bought so it was a done deal. The roof or part of it fell and leaked we did not get the invoice of the \" wholesale roofing ' company and did not exist. The pool had problems with water connection and we looked and no survey was done. \nWe started paying and the payment went up and one month in XXXX went up by XXXX XXXX We never got a note or amortization table and the hud statement did not show but the sales price that we were told was the mortgage balance. \nWe made the monthly payments and we were told in XXXX that if we want to keep the house we need to deposit extra cash. We did we want to keep our home. The payments are attached here. In XXXX my mother got interest and title from the XXXX 's and myself. WE found out that the property was in foreclosure in XXXX by chance as I was looking for a case in relation to my XXXX son ( guardianship ). We were never served with the original note and to this date we do not have a copy or full history how the loan numbers kept on changing and there were always behind. I put downpayment too and two extra payments as you can see from the hud statement We never got XXXX those were going to the escrow company and those funds got lost too.","date_sent_to_company":"2023-01-08T12:15:08.000Z","issue":"False statements or representation","sub_product":"Mortgage debt","zip_code":"87120","tags":"Servicemember","has_narrative":true,"complaint_id":"6413642","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2023-01-08T12:15:03.000Z","state":"NM","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Attempted to collect wrong amount"},"highlight":{"complaint_what_happened":["We <em>were</em> <em>never</em> served with the original note and to this date we do not have a copy or full history how the loan numbers kept on <em>changing</em> and there <em>were</em> <em>always</em> behind. I put downpayment too and two <em>extra</em> payments as you can see from the hud statement We <em>never</em> got XXXX those <em>were</em> going to the escrow company and those funds got lost too."]},"sort":[18.812634,"6413642"]},{"_index":"complaint-public-v1","_id":"2615639","_score":16.113165,"_source":{"product":"Mortgage","complaint_what_happened":"My mortgage has been sold repeatedly. My current mortgage lender/loan processor is Nationstar Mortgage, loan number XXXX. Nationstar 's customer service number is XXXX. As of XX/XX/XXXX, Nationstar Mortgage changed its name to Mr. Cooper Mortgage. There have been numerous complaints filed against Nationstar Mortgage for errors in accounting and loan processing. I imagine Nationstar changed its name to Mr. Cooper in order to separate itself from the lengthy list of consumer complaints. Please note that I have never missed a mortgage payment with any of my loan servicers, have never been late paying, and have always paid extra each month toward the principal of the loan. I also have an excellent credit rating. Nationstar took over my mortgage loan ( formerly with XXXX ) in XX/XX/XXXX. My first Nationstar Mortgage Statement, datedXX/XX/XXXX, shows an Escrow balance of {$2700.00}, transferred to Nationstar from XXXX. This transferred escrow balance was nearly enough to pay both my homeowner 's insurance and autumn property taxes that were due XX/XX/XXXX ( another {$150.00} was needed, and was easily paid in my XXXX and XX/XX/XXXX mortgage payments to Nationstar. ) There was no shortage in my escrow account. However, I received a new escrow statement from Nationstar dated XX/XX/XXXX, falsely declaring that my escrow account was short {$1200.00}. Since my property taxes did not increase by that amount, and I had never missed a payment, it is not possible that my escrow account was that short. My XXXX XXXX Mortgage statement increased my monthly mortgage payment by {$170.00}. This figure is in error since my property taxes increased by less than {$200.00} for the current payment cycle, or {$16.00} monthly. I have called Nationstar customer support several times to solve this problem, and to request an audit of my account to explain the accounting error. To date, I have not received an explanation as to how the XXXX XXXX, XXXX escrow analysis showed my account was short nearly {$1300.00}. I have lodged complaints to Nationstar, and have corresponded by phone and my email with Nationstar 's ( Mr. Cooper 's ) representative, XXXX XXXX, a Mortgage Customer service team leader : phone XXXX x XXXX, email XXXXXXXXXXXX. I have asked repeatedly for XXXX XXXX to find answers to my questions, and she has failed to do so. During a phone call with XXXX XXXX XXXX on XX/XX/XXXX, she explained that she found my missing money ( attributed ) to insurance premiums I paid but were missing in accounting, and said she would initiate a refund. She allowed me to choose to receive a check in the mail or have the refund applied to my principal balance. I opted to receive a check in the mail. She specified the amount of the refund to be {$1100.00}, and said it would take up to about three weeks to receive the check. I asked XX/XX/XXXX where the missing money was located, and she refused to answer. I asked for my insurance premiums to be removed from escrow collection due to the accounting errors, and XXXX processed this request. Nationstar granted my request in XX/XX/XXXX. Removing the insurance premiums from escrow collection put my account in balance, which seems to indicate there was indeed a problem with the accounting of my insurance premiums. During the phone conversations in XX/XX/XXXX XXXX XXXX stated that Nationstar needed to be reimbursed for insurance premiums paid on my behalf. This statement did not make sense in that Nationstar had already received adequate funds for this purpose in the escrow balance transfer received from XXXXXXXX XXXX in XX/XX/XXXX-XX/XX/XXXX. The refund check promised by XXXX XXXX never arrived. OnXX/XX/XXXX, I contacted her again by phone to find out what happened to the missing refund check. She was surprised that it had not arrived. After doing more research, XXXX XXXX stated that any rebates needed to come from my insurance company. This was impossible in that my insurance accounts were paid in full with no overages. I asked for XXXX XXXX to contact my insurance agents to problem solve, and she agreed to do so. It is important to note that Nationstar transmitted a check in the amount of {$1000.00} to XXXX XXXX XXXX XXXX in XX/XX/XXXXto pay for my homeowner 's policy as contracted. The check was not supposed to be sent there, but was supposed to be sent to my insurance agent, XXXX. XXXX had already paid the premium on my behalf, and had sent an invoice directly to Nationstar, but Nationstar ignored the invoice and sent the payment to the wrong location. XXXX XXXX considered Nationstar 's double payment an overage, and refunded the {$1000.00} to me directly. In turn, I had to repay XXXX the {$1000.00} directly. The strangest part about this sequence of events is that the {$1000.00} disbursement Nationstar made to pay for the insurance premiums was never reflected on any of my Nationstar mortgage statements as required. I assume this is why my escrow balance was in error. OnXX/XX/XXXX, I received another refund check from my agent at XXXX. The memo on the check said it was Mortgage Co. funds to XXXXreturn to client.. '' For reasons that Nationstar can not explain, it sent another {$81.00} to XXXX XXXX XXXX which was never invoiced. Neither XXXX nor XXXX have any idea why Nationstar sent the extra {$81.00}. Nationstar never provided an invoice that showed the request for the {$81.00}. I received the refund of {$81.00} from my agent. Strangely, Nationstar 's disbursement of the {$81.00} to XXXX XXXX XXXX does appear on my monthly mortgage statement, in contrast to the insurance premium {$1000.00} that was paid in XX/XX/XXXX and does not appear on any mortgage statement. Again, removing the insurance premiums from escrow brought my monthly payment back down to where it was supposed to be, but to date, there has been no satisfactory explanation as to how the error occurred, where the missing money is, or that an audit will be conducted. On XX/XX/XXXX, I spoke by phone again with XXXX XXXX. She mentioned she had discussed my case with her supervisor, and she said her supervisor decided a refund was unlikely because its against Nationstar policy, and that if Nationstar were to locate any missing funds, they would likely keep the funds to apply them toward property taxes. That statement did not make sense because I have paid all taxes and insurance as required by contract each month, never missing a payment. It seems arbitrary for Nationstar to decide to keep money that is above and beyond my contracted mortgage payment. I said this appeared to be punitive for an account in perfect standing. OnXX/XX/XXXX, I received a written response from Nationstar 's research department. Instead of accounting for the erroneous escrow analysis from XX/XX/XXXX, they performed escrow analysis after the insurance premium had been removed on XXXXXX/XX/XXXX. In effect, the written response ignored my direct request for an audit of the faulty XX/XX/XXXX escrow analysis that dramatically increased my monthly mortgage payments without explanation or correction to my account. I responded via email immediately to XXXX XXXX on XX/XX/XXXX. My response is quoted here : \" XXXX, Thank you for sending the research response. I understand the information provided, but it does not answer the central question that I posed to initiate this research. The central question surrounds the XXXXXX/XX/XXXX escrow analysis I received from Nationstar. This research response below does not answer why my escrow account was short {$1200.00} as of that date, and what figures make up that amount. Property tax increases explain only a portion of this shortage. Removing my insurance premium from escrow solved the problem. The XX/XX/XXXX escrow was reworked because of this initial question, and I have not received an answer to the original question. I also do not understand why the {$1000.00} disbursement to may my homeowners insurance last XX/XX/XXXX is not reflected on any of my Nationstar mortgage statements. I need to have an answer to these specific questions, and I dont think I should wait another 2 months to get an answer. The original question about the huge shortage was addressed to XXXX at the end ofXX/XX/XXXX. '' XXXX XXXX avoided my email for a few days, but I sent another email demanding acknowledgement that she received my research request, and to explain how long it will take to receive an answer. On XX/XX/XXXX, XXXX XXXX replied that I should call her if I have questions. That same day, I replied to XXXX XXXX that I wanted everything in writing because calling her does not work, and she tends to be unresponsive. On XX/XX/XXXX, I wrote via email to XXXX XXXX : \" Please see to it that the questions from myXX/XX/XXXX email are answered This is a reasonable quest. If you can not do this, then please put me in contact with your supervisor, or someone who is qualified to answer my noted questions from XX/XX/XXXX as requested. '' A few days later, I received a letter from Nationstar dated XX/XX/XXXX, regarding \" Research Reference # XXXX. '' The letter states that Nationstar is in receipt of my research request datedXX/XX/XXXX. The letter quotes compliance with the Real Estate Settlement Procedures Act, and says a response will be provided within 30 days. That 30 day waiting period ended XX/XX/XXXX, so Nationstar is well past the response deadline. Furthermore, I clearly specified my questions were from my email to XXXX XXXX on XX/XX/XXXX, not XX/XX/XXXX. It appears that Nationstar/Mr. Cooper is purposefully failing to address accounting errors that pertain to my escrow account. Please note that according to XXXX XXXX, all of our various telephone conversations were recorded. I also have all of the emails between XXXX XXXX and myself, along with all of my statements and escrow analyses. My insurance agents at XXXX were copied on all of my written correspondence with XXXX XXXX, and I made a point of writing detailed synopses of the points we discussed by phone afterward, and I emailed these synopses to XXXX XXXX as well as to my insurance agents. The last time I spoke to XXXX XXXX by phone she said she had been defeated by this problem with my account and could not figure it out herself, even though she is escrow certified. She also mentioned she had reached out to the prior mortgage company, XXXX, to request information on my escrow account from them, but nothing ever came of that. XXXX XXXX has apologized to me for providing poor customer service and for failing to respond to my questions, and for not being able to solve these problems, but she has also refused to forward my questions to other qualified representatives at Nationstar to seek answers to my questions. It is now simply avoidance on Nationstar 's part. In summary, Nationstar has not explained why myXX/XX/XXXX escrow analysis showed an escrow shortage of nearly {$1300.00}, and has not made an accounting correction on any of my mortgage statements to reverse this problem, and has not conducted an audit of my account to my knowledge. Nationstar has not explained the irregularities in my escrow account ( shortages, missed disbursement line items on statements, sending payments to insurance without invoices, etc. )","date_sent_to_company":"2017-08-21T02:10:02.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"2615639","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NATIONSTAR MORTGAGE LLC","date_received":"2017-08-20T23:23:05.000Z","state":"WA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["<em>Please</em> note that I have <em>never</em> missed a mortgage payment with any of my loan servicers, have <em>never</em> been <em>late</em> paying, and have <em>always</em> paid <em>extra</em> each month toward the principal of the loan. I also have an excellent credit rating. Nationstar took over my mortgage loan ( formerly with XXXX ) in XX/XX/XXXX. My first Nationstar Mortgage Statement, datedXX/XX/XXXX, shows an Escrow balance of {$2700.00}, transferred to Nationstar from XXXX."]},"sort":[16.113165,"2615639"]},{"_index":"complaint-public-v1","_id":"3374373","_score":15.975645,"_source":{"product":"Mortgage","complaint_what_happened":"Round point Mortage servicing corporation has been charging me a late fee each month when it pasts the XXXX of the month. My mortage is due on the XXXX, I actually called them and asked them to change the date they said they couldn't When XXXX came around the XXXX dropped to {$1000.00} a month from {$1000.00}. I have always sent them more then {$1000.00} a month since XX/XX/2019, Round point has been getting XXXX yet they dont show that they are applying the difference that is {$26.00} difference each month They do not show what or where as the extra money gone to. I have been giving them this amount to catch up on the late payment. yet it never gets applied WHY?????? The last statement show them charging me a late fee but never shows where the difference has been applied to or why its not on the statement it self. below is a copy of their statement from XXXX of 2019. One month they took off XXXX cents and another they took off XXXX cents. I want to know who is pocketing the additional {$26.00} each month since XXXX. Also I have reach the 78 percent mark on the PMI They were going to take it off in XXXX of 2019 then it was XXXX of 2019 and now they say its XX/XX/2019 I have been getting nothing but the run around with excuses of why they havent removed it. The law states that they must remove it when it reaches XXXX percent. Each month all I get is the next month.. I want the {$100.00} since XXXX to be reburised to me since they should of taken it off in XXXX. This mortage company is the worse! I want my rights protected if you cant do it then tell me who i can go too to get this taken care of. \n\n\nYOUR ACCOUNT INFORMATION YOUR PAST PAYMENT BREAKDOWN EXPLANATION OF AMOUNT DUE Loan Due Date : XX/XX/2019 Outstanding Principal : {$120000.00} Interest Rate : 4.750 % Prepayment Penalty : No Escrow Balance : - {$260.00} LAST MONTH YTD Principal : {$230.00} {$1800.00} Interest : {$500.00} {$4000.00} Escrow ( Taxes & Insurance ) : {$320.00} {$2600.00} Additional Monthly Amounts : {$0.00} {$0.00} Charges and Fees : {$25.00} {$130.00} Partial Payment ( Unapplied ) * : {$0.00} {$0.00} Total : {$1000.00} {$8700.00} Important Information About Partial Payments Any partial payments that you make are not applied to your mortgage, but instead are held in a separate suspense account. If you pay the balance of a partial payment, the funds will then be applied to your mortgage. \nImportant Information about Temporary Loss Mitigation Payment Plans Please note : if you have agreed to a temporary loss mitigation payment plan, your payments are applied to the account according to the terms of the Note, not the terms of the temporary loss mitigation payment plan. \nPrincipal : {$230.00} Interest : {$500.00} Escrow ( Taxes and Insurance ) : {$320.00} Additional Monthly Amounts** : {$0.00} Regular Monthly Payment : {$1000.00} Unpaid Late Charges : {$340.00} Charges and Fees** : {$0.00} Past Due Payment ( s ) : {$1000.00} Suspense Balance : - {$0.00} Net Total Amount Due : {$2400.00} **See back YOUR TRANSACTION ACTIVITY BETWEEN XX/XX/2019 AND XX/XX/2019 Date Paid Description Principal Interest Escrow Additional Monthly Payment Charges and","date_sent_to_company":"2019-09-17T15:50:40.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"49424","tags":null,"has_narrative":true,"complaint_id":"3374373","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"RoundPoint Mortgage Servicing LLC","date_received":"2019-09-16T06:59:32.000Z","state":"MI","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I have <em>always</em> sent them more then {$1000.00} a month since XX/XX/2019, Round point has been getting XXXX yet they dont show that they are applying the difference that is {$26.00} difference each month They do not show what or where as the <em>extra</em> money gone to. I have been giving them this amount to catch up on the <em>late</em> payment. yet it <em>never</em> gets applied WHY??????"]},"sort":[15.975645,"3374373"]},{"_index":"complaint-public-v1","_id":"19116223","_score":15.705339,"_source":{"product":"Mortgage","complaint_what_happened":"On XX/XX/XXXX, 2025, Regions Mortgage supplied me with an Escrow Analysis. There was a small shortage, but they provided no information for paying the shortage. Previous mortgage companies have always provided me a coupon or invoice to pay the shortage. In addition to the escrow shortage, they were increasing my monthly escrow. \n\nOn XXXX XXXX, 2026, I made a payment to cover the escrow shortage and fund escrow by the extra amount to keep my monthly payment close to where it currently is. I then requested a new Escrow Analysis through their online portal ( email ). Having done this several times with other mortgage companies, I did not expect any issues. \n\nHowever, on XX/XX/XXXX, 2026, they informed me that my new payment will only reflect the escrow shortage payment. I immediately wrote back to question the amount and point out that I had paid more than just the escrow shortage amount into escrow. \n\nOn XX/XX/XXXX, they replied in part \" ... We are unable to reduce the payment amount lower, as this is the base amount that we must collect for your taxes and insurance. '' I attempted to reply, but their website would not allow me to do. Over the next several days, I continued to log into my account and could not. I would enter my credentials, received and input the security code ; and then receive a vague error message telling me to try again. This went on for several days. \n\nMy current work schedule does not permit me to make phone calls during their business hours, so I was at the mercy of a seemingly broken system with no recourse. \n\nOn XXXX XXXX, 2026, I was finally able to access my account again, but I was not able to directly reply to the email/message thread. I started a new email thread stating, \" My new payment amount should reflect the additional amount that I paid into escrow. I paid more than just the escrow shortage. '' On XX/XX/XXXX, 2026, they replied, \" If that is the case, then any additional funds you paid will be refunded to you. Please note that [ $ XXXX ] reflects the minimum amount of your escrow costs. We are unable to lower the payment amount any further, unless the taxes decrease and/or the insurance premium decreases. '' Again, I was unable to reply and had start a new email thread, stating in part, \" Apply the additional escrow payment to the escrow account and recalculate the escrow ... My previous mortgage companies had no problem doing this. '' Today, XXXX XXXX, 2026, they replied in part, \" we will advise again that if any funds paid over your shortage are applied, then those funds will be refunded to you. At this time, your base payment amount is {$1000.00} with no shortage. We are unable to bring this payment amount lower, as federal regulations mandate that we only collect what is needed to pay your taxes and insurance as they are due. '' I finished work early today and immediately called them. Again, I was told that they couldn't reduce my monthly amount from the extra funding due to a \" new Federal Regulation ''. I inquired further about this \" Federal Regulation ''. I was placed on hold and a few moments later, the representative informed me that it was not a Federal Regulation, but change in company policy. \n\nFurther, I would like to note that a refund was never initiated by Regions for this additional escrow funding. The representative today claimed to be initiating the refund. \n\nThis is not my first escrow issue with Regions. In XX/XX/XXXXJanuary 2024 ( my mortgage had been sold XXXX XXXX XXXX 's mortgage company to Regions in June 2023 ), I discovered that Regions had been overcharging me for escrow. I expected that they would do an escrow analysis and refund me. They did not. Despite documentation and evidence showing they were charging me too much for escrow, they fought with me. I had calculated that they were overcharging me {$73.00} per month. They agreed to pay me the {$870.00} in January 2024, but insisted that I was wrong and would end up paying it all back to them. Additionally, they denied my request for an escrow analysis at that time and refused to adjust my escrow amount. \n\nWhen they finally did the escrow analysis later in the year, they had to refund me even more. Their system does not allow me to see the refunds they issued to me, so I do not recall the exact amount. It was significant. Likely, $ XXXX, which I added to additional funds and paid my mortgage principal down. \n\nI am exhausted from dealing with Regions Mortgage. I am sick of fighting stupid battles and being lied to about regulations that do not exist while they profit from a relationship that I did not choose to enter into. I am not in a position to refinance or I would fire them immediately. I pay my mortgage on time, every month, without issue. In fact, last year, I paid it down by $ 15K, with additional payments to principal. And I hope to do more of that this year. \n\nAll I wanted was to fund my escrow account to keep my monthly payment the same. It's just easier for me. And it's never been an issue for any other mortgage company to do this.","date_sent_to_company":"2026-01-29T22:15:15.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"37303","tags":null,"has_narrative":true,"complaint_id":"19116223","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"REGIONS FINANCIAL CORPORATION","date_received":"2026-01-29T21:17:03.000Z","state":"TN","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["I was placed on hold and a few moments <em>later</em>, the representative informed me that it was not a Federal Regulation, but <em>change</em> in company policy. \n\nFurther, I would like to note that a refund was <em>never</em> initiated by Regions for this additional escrow funding. The representative today claimed to be initiating the refund. \n\nThis is not my first escrow issue with Regions."],"sub_issue":["Escrow, taxes, or <em>insurance</em>"]},"sort":[15.705339,"19116223"]},{"_index":"complaint-public-v1","_id":"2945001","_score":15.359167,"_source":{"product":"Mortgage","complaint_what_happened":"In early XX/XX/2017, my husband and I were looking to refinance our current home mortgage with a new mortgage that allowed us to pay off some debt, and improve our overall monthly payments. \n\nWe found Colten Mortgage at that time and began working with XXXX. Our mortgage for the most part wen smooth, and was not a horrible  experience. \n\nThat quickly changed out of the blue 6 months later. On XX/XX/XXXX a gentlemen from Colten contacted us stating that there was an error in our paperwork from our XX/XX/XXXX refi that was discovered during a HUD Audit that required them to refi our loan again. After a very lengthily call, and me questioning the validity of this request he continued to state that we did not have a choice in the matter and our only choice was to allow them to refi our home. However, for our \" troubles '' they were going to do the following : 1. Lower our interest rate from 4.5 to 4.25 because of this our mortgage would go down. \n2. They would cover all expenses of this refi and there would be NO out of pocket on our parts. \n3. This would be a quick and easy process, and made it sound like this was informal. \n4. We would receive a small compenstation The reason we were given for the audit was because HUD said our credit report showed that we missed XX/XX/XXXX payment. During the initial Refi, we provided Colten with information from our previous lender who had moved our XX/XX/XXXX payment to the end of the loan. I had been laid off in XX/XX/XXXX and our previous lender agreed to this move of this payment. \n\nAfter looking at our credit report ( all 3 of them ) our credit reports show that we have never missed a payment .... So again, this \" Mandatory Audit '' seemed weird, and the story was not lining up. \n\nWhen I contacted Colten they stated that what they can see for their credit report shows that we missed a payment. I did reach out to the credit agency and they confirmed that what I see on my credit is what lenders would see. \n\nNext, we received a request from Colten to write a statement on our \" Credit Report '' as to why we missed a XX/XX/XXXX mortgage payment, and a XX/XX/XXXX car payment. Our response to both of these line items was, how could we have missed a XX/XX/XXXX, or better yet a XX/XX/XXXX payment when these loans were paid off in XX/XX/XXXX. WE never heard another word about this again. \n\nFast forward a few days, and now we are to do another appraisal, I guess the one from XX/XX/XXXX was too old to use. We had the appraisal done and it came back with a Loan to Value of 81 %. \n\nLast week, on XX/XX/XXXX we received the \" final paperwork '' as the CD was going to the title company. In this final paperwork it had the following : 1. Mortgage Insurance for the life of the loan - Our original loan did not have Mortgage insurance for the life of the loan, and all the paperwork till now has always had the mortgage insurance for 11 years, which we were explained that because we have more then 90 % loan to value but less than 78 % we have to pay mortgage insurance for 11 years. \n\n2. We are required to bring cash to closing - Again, from the beginning we were told this would not happen. \n\n3. Our payment increased, it did not decrease as we were promised. \n\n4. We have roughly {$4200.00} in fees we are required to pay for the refinance : Refi Amount - {$320000.00} ( original loan balance was {$320000.00} ) Current Payoff - {$320000.00} Initial Escrow ( Insurance 2 months, taxes for XXXX ) {$890.00} Leaves - {$3300.00} in payments and lender fees. Remember we were not to have any charges because of this \" clerical error ''. \n\nOn Friday when Colten refused to fix their errors and still wanted us to agree to all of this, I started contacting HUD to see if they can really do this, and I sent the following email to Colten, again trying to resolve this issue : \" I just spoke to Hud national at XXXX, they have not heard of a Hud Audit that requires a refi .... But referred me to my local Hud Office and Counselor, which was XXXX with XXXX County. I also spoke with XXXX at Colorado Housing XXXX, both of these contacts were provided to me by federal level of HUD. After speaking with both these representatives, they have both confirmed that they have never heard of anything like this ( HUD Requiring a Refi and forcing a  refi following an audit ) ... So, they have asked that you provide me with the Hud Contact who is pushing for this refi so that they can also reach out and understand the why. \n\nAdditionally, they have advised me to file a complaint with CFPB. They have all stated that should a clerical error have occurred, we should have been able to just resign the form that was in error not a complete refi. Additionally, if a refi was done, A, we should not have any out of pocket expenses B we should not have lifetime PMI with our loan to value being at 81 % and the form online that you want us to sign still says these things. \n\nSo, can you please provide me with this contact of the Hud person who is pushing for this refinance. '' Colten refused to provide me with this information. And as of XXXX on Monday, XX/XX/XXXX they have still not changed any of their paperwork and still expect us to sign the forced refinance today at XXXX. \n\nAfter trying to discuss these issues with Colten, they have refused to make things right. And today, XX/XX/XXXX we are required to sign refi documents that will cost us over {$4000.00} plus our time and energy including missed work and pay to make ourselves available for this forced refi. \n\nThis I believe is fraudulent business practices. My family and I are out thousands of dollars in both the equity that we have paid off in the past 6 months is now gone, our payments have increased and over the years will impact us by thousands of dollars, the lifetime mortgage insurance which is illegal will amount to hundreds of thousands of dollars, and the this has taken away from our lives, and the unpaid time off I have had to take for home appraisals, paperwork, etc. \n\nThis company should be investigated. I am extremely frightened at what their next game will be and the fact they will continue to make us refinance every few months. They are making good money by making us refinance and all the extra money they get out of the loan. \n\nPlease help me so that this does not happen to someone else in the future.","date_sent_to_company":"2018-06-25T15:30:44.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"FHA mortgage","zip_code":"805XX","tags":null,"has_narrative":true,"complaint_id":"2945001","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Colten Mortgage, LLC","date_received":"2018-06-25T13:59:58.000Z","state":"CO","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["Mortgage <em>Insurance</em> for the life of the loan - Our original loan did not have Mortgage <em>insurance</em> for the life of the loan, and all the paperwork till now has <em>always</em> had the mortgage <em>insurance</em> for 11 years, which we <em>were</em> explained that because we have more then 90 % loan to value but less than 78 % we have to pay mortgage <em>insurance</em> for 11 years. \n\n2. We are required to bring cash to closing - Again, from the beginning we <em>were</em> told this would not happen. \n\n3."]},"sort":[15.359167,"2945001"]},{"_index":"complaint-public-v1","_id":"6515735","_score":14.529357,"_source":{"product":"Mortgage","complaint_what_happened":"My mortgage loan was being serviced by Mr. Cooper up until XX/XX/XXXX. My mortgage loan as of XX/XX/XXXX is being serviced by Rightpath. \n\nDue to an insurance claim on XX/XX/XXXX, Mr. Cooper was holding a portion of the insurance claim funds in an escrow account. In regards to this claim, I have been involved in a bad faith lawsuit against the insurance company since XX/XX/XXXX. XX/XX/XXXX, I asked Mr. Cooper to close the claim and apply the {$9800.00} to my mortgage rather than keep claim in limbo until lawsuit resolved ( attorney says possibly 3 more years ). They had me do an inspection for {$35.00}. This was done and then Mr. Cooper agreed to apply {$9700.00} to mortgage, {$35.00} for inspection fee and {$92.00} lender fees. I was told this was done and claim closed on XXXX. \n\nIn XX/XX/XXXX, going forward, Rightpath Servicing became my new loan servicing company. Mr. Cooper had agreed to close my escrow account end of XXXX and I would receive the funds mid XXXX in time to pay my taxes. When Rightpath took over, the escrow account was not closed and they did not pay my taxes. Rightpath got the escrow closed, but then Rightpath had an issue with the names on the checks and I did not receive my funds until XX/XX/XXXX causing me to incur late fees on my taxes. Which Rightpath refused to reimburse. \n\nJust as I had gotten the escrow/taxes problem resolved ( took 3 months ), I went online XX/XX/XXXX to make my payment and there was a {$15.00} fee on my account. No one at Rightpath could tell me what it was for. Their representatives have requested a refund of the fees 6 times up to date. I was sent letters saying the reason for the fee denials were : 1 ) Was late on mortgage payments NO! I have not been late since XXXX with XXXX XXXXXXXX XXXX. Not one late payment with Nationstar, Mr. Cooper or Rightpath. \n2 ) My account was in foreclosure. NO! My mortgage is not in foreclosure and has never been. \nXXXX ) They thought the house was vacant NO! I had been on the phone with Rightpath almost daily dealing with them not paying my taxes that were due in XXXX. \nXXXX ) The claim was not closed and Rightpath showed they still owed me the {$9800.00}. I told them no, but they insisted that it still needed to be paid to me. \nXXXX ) Today, XXXX, I learned that the {$15.00} fee was for the final drive by inspection on XXXX. ( But thats what Mr. Cooper said about the {$35.00} fee in XX/XX/XXXX. ) If this was the final inspection, why was the account not closed until XXXX? If it really is closed? \n\nI did receive a letter about an inspection being ordered in XX/XX/XXXX, but I called in and was told it was computer generated, there was no inspection ordered, just disregard the letter, but it was always good to call in. I did not receive anything further about inspections. \n\nXXXX ) The 6th request for refund was submitted today, XXXX and Im told I have to wait 5 days for a reply and 2 days for a supervisor call back. \n\nIn addition, I was told by a supervisor that the {$15.00} will be charged to my account every 90 days until the claim is closed. Mr. Cooper says claim is closed..as of today, XXXX, Rightpath says claim is open. \n\nI was told by a representative, XXXX that the claim was now closed on XX/XX/XXXX and I will not be charged anymore inspection fees ( but that is what I was told in XX/XX/XXXX ). She said she would put in writing that information and email me, but I have not received anything from her. \n\nXXXX at Mr. Cooper did say it was Mr. Cooper that requested the second final inspection. I suggested that Mr. Cooper could refund me the {$35.00} final inspection fee and I will pay the {$15.00} final inspection fee. But all that was done today was the Rightpath representative XXXX sending in a 6th refund request. \n\nI was told by multiple representatives that a supervisor/manager would call me back. Some of the supervisors noted the account that they called back, but I have yet to receive a manager call back. \n\nI have been making extra principal payments to pay down my mortgage and with this {$15.00} fee ; I can not make any additional principal payments which is adding more interest. \n\nNow, not only do I have to address this fraudulent {$15.00} fee, but Rightpath supervisor says they will be charging me {$15.00} every 90 days until the claim is closed! I am trying to fix this problem prior to incurring more fraudulent fees for a claim that was supposed to be closed in XX/XX/XXXX! \n\nPlease help me Rightpath representative told me that they can do what they want, treat me how they want because what am I going to do? Its not so easy to change mortgage companies, laughed and hung up on me. \n\nThis is very frustrating and really should have been resolved quickly and yet I am here almost 3 months out still trying to get resolve. Please help! I am XXXX, on XXXX, and this is causing so much stress and is a financial hardship.","date_sent_to_company":"2023-02-02T00:07:01.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"85213","tags":null,"has_narrative":true,"complaint_id":"6515735","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2023-02-02T00:01:31.000Z","state":"AZ","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I was sent letters saying the reason for the fee denials <em>were</em> : 1 ) Was <em>late</em> on mortgage payments NO! I have not been <em>late</em> since XXXX with XXXX XXXXXXXX XXXX. Not one <em>late</em> payment with Nationstar, Mr. Cooper or Rightpath. \n2 ) My account was in foreclosure. NO! My mortgage is not in foreclosure and has <em>never</em> been. \nXXXX ) They thought the house was vacant NO! I had been on the phone with Rightpath almost daily dealing with them not paying my taxes that <em>were</em> due in XXXX."]},"sort":[14.529357,"6515735"]},{"_index":"complaint-public-v1","_id":"6515823","_score":14.459406,"_source":{"product":"Mortgage","complaint_what_happened":"My mortgage loan was being serviced by Mr. Cooper up until XX/XX/XXXX. My mortgage loan as of XX/XX/XXXX is being serviced by Rightpath. \n\nDue to an insurance claim on XX/XX/XXXX, Mr. Cooper was holding a portion of the insurance claim funds in an escrow account. In regards to this claim, I have been involved in a bad faith lawsuit against the insurance company since XX/XX/XXXX. XX/XX/XXXX, I asked Mr. Cooper to close the claim and apply the {$9800.00} to my mortgage rather than keep claim in limbo until lawsuit resolved ( attorney says possibly 3 more years ). They had me do an inspection for {$35.00}. This was done and then Mr. Cooper agreed to apply {$9700.00} to mortgage, {$35.00} for inspection fee and {$92.00} lender fees. I was told this was done and claim closed on XXXX. \n\nIn XX/XX/XXXX, going forward, Rightpath Servicing became my new loan servicing company. Mr. Cooper had agreed to close my escrow account end of XXXX  and I would receive the funds mid XXXX  in time to pay my taxes. When Rightpath took over, the escrow account was not closed and they did not pay my taxes. Rightpath got the escrow closed, but then Rightpath had an issue with the names on the checks and I did not receive my funds until XX/XX/XXXX causing me to incur late fees on my taxes. Which Rightpath refused to reimburse.\n\nJust as I had gotten the escrow/taxes problem resolved ( took 3 months ), I went online XX/XX/XXXX to make my payment and there was a {$15.00} fee on my account. No one at Rightpath could tell me what it was for. Their representatives have requested a refund of the fees 6 times up to date. I was sent letters saying the reason for the fee denials were : 1 ) Was late on mortgage payments NO! I have not been late since XXXX with XXXX  XXXX XXXX. Not one late payment with Nationstar, Mr. Cooper or Rightpath.\n\n2 ) My account was in foreclosure. NO! My mortgage is not in foreclosure and has never been.\n\n3 ) They thought the house was vacant NO! I had been on the phone with Rightpath almost daily dealing with them not paying my taxes that were due in XXXX. \n4 ) The claim was not closed and Rightpath showed they still owed me the {$9800.00}. I told them no, but they insisted that it still needed to be paid to me. \nXXXX ) Today, XXXX, I learned that the {$15.00} fee was for the final drive by inspection on XXXX. ( But thats what Mr. Cooper said about the {$35.00} fee in XX/XX/XXXX. ) If this was the final inspection, why was the account not closed until XXXX? If it really is closed? \n\nI did receive a letter about an inspection being ordered in XX/XX/XXXX, but I called in and was told it was computer generated, there was no inspection ordered, just disregard the letter, but it was always good to call in. I did not receive anything further about inspections. \n\n6 ) The 6th request for refund was submitted today, XXXX and Im told I have to wait 5 days for a reply and 2 days for a supervisor call back. \n\nIn addition, I was told by a supervisor that the {$15.00} will be charged to my account every 90 days until the claim is closed. Mr. Cooper says claim is closed..as of today, XXXX, Rightpath says claim is open. \n\nI was told by a representative, XXXX that the claim was now closed on XX/XX/XXXX and I will not be charged anymore inspection fees ( but that is what I was told in XX/XX/XXXX ). She said she would put in writing that information and email me, but I have not received anything from her. \n\nXXXX at Mr. Cooper did say it was Mr. Cooper that requested the second final inspection. I suggested that Mr. Cooper could refund me the {$35.00} final inspection fee and I will pay the {$15.00} final inspection fee. But all that was done today was the Rightpath representative XXXX sending in a\n\n6th refund request. I was told by multiple representatives that a supervisor/manager would call me back. Some of the supervisors noted the account that they called back, but I have yet to receive a manager call back. \n\nI have been making extra principal payments to pay down my mortgage and with this {$15.00} fee ; I can not make any additional principal payments which is adding more interest.\n\nNow, not only do I have to address this fraudulent {$15.00} fee, but Rightpath supervisor says they will be charging me {$15.00} every 90 days until the claim is closed! I am trying to fix this problem prior to incurring more fraudulent fees for a claim that was supposed to be closed in XX/XX/XXXX! \n\nPlease help me Rightpath representative told me that they can do what they want, treat me how they want because what am I going to do? Its not so easy to change mortgage companies, laughed and hung up on me. \n\nThis is very frustrating and really should have been resolved quickly and yet I am here almost 3 months out still trying to get resolve. Please help! I am XXXX, on XXXX, and this is causing so much stress and is a financial hardship.","date_sent_to_company":"2023-02-02T00:13:00.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"85213","tags":null,"has_narrative":true,"complaint_id":"6515823","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2023-02-02T00:09:37.000Z","state":"AZ","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I was sent letters saying the reason for the fee denials <em>were</em> : 1 ) Was <em>late</em> on mortgage payments NO! I have not been <em>late</em> since XXXX with XXXX  XXXX XXXX. Not one <em>late</em> payment with Nationstar, Mr. Cooper or Rightpath.\n\n2 ) My account was in foreclosure. NO! My mortgage is not in foreclosure and has <em>never</em> been.\n\n3 ) They thought the house was vacant NO!"]},"sort":[14.459406,"6515823"]},{"_index":"complaint-public-v1","_id":"3095502","_score":13.091296,"_source":{"product":"Mortgage","complaint_what_happened":"This is the third separate complaint regarding this specific loan with XXXX XXXX. \n\nThis complaint references XXXX loan number XXXX, for XXXX XXXX. The residence address is XXXX XXXX XXXX XXXX XXXX PA XXXX. The first CFPB complaint number was XXXX, followed by XXXX. This mortgage started with XXXX. A short time afterwards I fell behind and filed for bankruptcy protection. The loan was eventually sold to XXXX, Then XXXX XXXX, eventually to XXXX in XXXX, the current mortgage holder. Being in bankruptcy protection and unable to speak directly to the mortgager, brought communication that was very XXXX sided. During bankruptcy we missed several payments, resulting in a lump sum payment to catch us up in XX/XX/XXXX. Soon after that lump sum payment, all payments were made in full and on time until we exited bankruptcy late in XXXX. Upon exit, thinking we were caught up and having no statement making us assume different, we were stunned to receive a notice that we were over {$25000.00} past due according to XXXX. XXXX provided charts that attempted to confirm that conclusion. As we began an investigation, XXXX filed an act XXXX with a new amount due of over $ XXXX ( again, with charts to confirm the new amount ... which if accurate, would prove earlier charts previously deemed accurate would indeed be inaccurate ). Back and forth communication over the past several months has resulted in new, lower amounts due ( first appx $ XXXX, Then appx $ XXXX ... each with all new charts to back the new lower amount ... meaning now I had XXXX sets of inaccurate sets of charts if this latest set of charts was indeed the real truth ). XXXX thing I am convinced of is that XXXX can make a chart say anything. In early XX/XX/XXXX I received a letter from XXXX stating that I was indeed current, and they apologized for all of the inaccuracies and trouble they had put me through. I thought it was over ... only to receive a new letter two weeks later claiming a {$1000.00} shortage in escrow. \n\nMany of the errors ( not all ) in the history of this loan seem to begin with the catch up payment of $ XXXX in XX/XX/XXXX. Shortly after this time late fees, bankruptcy charges, etc started showing up while i was in bankruptcy protection. It now appears as my monthly mortgage payments began to be applied to these fees ( which I was unaware of ) instead of the mortgage. Therefore XXXX, then XXXX, then XXXX considered the account in arrears even though each and every mortgage payment was made in time and in full. XXXX even insisted escrow was underfunded and demanded an extra {$430.00} per month for nearly all of the calendar year XXXX, which I paid. That is important, because we have now learned that escrow was OVERFUNDED by {$11000.00} according to an escrow statement at XXXX Servicing dated XXXX ( hence you can understand my surprise when I received the $ XXXX amount due from XXXX later in XXXX. \n\nWhat needs to be corrected : 1. Escrow is not correct, with the shortage of {$1000.00} demanded in late XX/XX/XXXX. Since we know escrow was {$11000.00} overfunded only 22 months ago, and since i have proof i have made monthly payments each and every month since then ( in full and on time, adding roughly {$610.00} to that total each month ), that should bring escrow since the beginning of XXXX to roughly {$25000.00}. Additionally, since XXXX insisted the escrow was underfunded, i paid roughly an additional {$3900.00} in XXXX directed specifically for escrow. That means roughly {$29000.00} XXXX give or take a few dollars ) should have been in place in escrow to pay various taxes and insurance that annually add to roughly {$7200.00}. That would mean escrow should have been funded for XXXX, XXXX, XXXX and nearly all of XXXX. Where is the money? I see specific late fees, bankruptcy fees ( {$500.00}, {$1300.00} several times ) while i was in bankruptcy protection. All of these fees need to be reversed and refunded to me. Even XXXX 's latest set of charts proves this loan was not in arrears, and that errors and incorrect assumptions had been made on the part of XXXX, XXXX and XXXX. I never asked for my loan to be passed from XXXX servicer to another. XXXX, when they bought this loan, bought, and is responsible for, the history of the loan. If XXXX has a dispute with past errors, that is between them and XXXX and XXXX ( although XXXX has behaved horribly and like a predator in this loan ). Only XXXX can correct the errors. Since that escrow statement of XXXX, over $ XXXX has been added to escrow ... only {$14000.00} paid out legally. We need words not charts. XXXX has proven they can make a chart say anything. I have at least 4 sets of charts in the last 12 months alone that come to radically different conclusions. I have kept all of those charts. \n\n2. We need clarification of two separate items in the loan history. As we fell behind in XXXX, school taxes were not paid for by escrow. I know this because I personally paid them XXXX. My research shows that amount was included in the $ XXXX payment of XX/XX/XXXX. Upon confirmation, that will mean I paid that amount twice ( first XXXX, then again in XX/XX/XXXX ). Please credit this {$5100.00}. \n\nThe second item we need is a simple request. In XXXX i never received a year end mortgage statement from both XXXX. Simply put, in XXXX I paid in {$61000.00}, yet received only a statement from XXXX showing {$51000.00} ( interest paid, principle reduction, and taxes / insurance paid ).  The missing {$10000.00} has to be from XXXX for the same. With this information i can refile my XXXX taxes for a new amended amount. My attorney asked for this many times, as have I with no response. Can you please obtain this statement for me? I believe it is required by law. \n\nThe target is constantly moving, and charts always changing. If you start with the escrow statement of XXXX, this shouldn't be that hard to figure out. Answering the questions in # 2 will help bring this to a close. Thank you for your help in this matter. \n\nXXXX XXXX","date_sent_to_company":"2018-12-09T23:32:16.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"17225","tags":null,"has_narrative":true,"complaint_id":"3095502","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Servis One, Inc., Titusville, PA Branch","date_received":"2018-12-09T22:12:45.000Z","state":"PA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["The target is constantly moving, and charts <em>always</em> <em>changing</em>. If you start with the escrow statement of XXXX, this shouldn't be that hard to figure out. Answering the questions in # 2 will help bring this to a close. Thank you for your help in this matter. \n\nXXXX XXXX"]},"sort":[13.091296,"3095502"]},{"_index":"complaint-public-v1","_id":"11089077","_score":12.552412,"_source":{"product":"Credit card","complaint_what_happened":"This is an accurate written account of issues I have had with large corporations. Discover Bank, XXXX XXXX XXXX XXXX XXXX XXXX, XXXX, and XXXX \n\nI have always had amazing credit. I got a Discover credit card in XXXX after separating from my ex husband. Only my name, my account. I hardly ever used my card and when I did I paid on time every month more than the required amount owed. I had always had trouble logging into my account and when I did everything looked fine, but I did notice my balance going up after a few months and I couldnt understand why. But I didnt see anything unusual at the time. It was in XX/XX/XXXX that I lost my job. I went on XXXX  and got an XXXX XXXX to help take care of my XXXX kids. I reached out and explained my situation to Discover and for a while they were happy to defer my payments. I paid a little here and there when I had a little extra money. \n\nI hardly ever received any paper mail from Discover with my transactions and balance paid amounts, which I changed many times on my account when I logged in. But again, I hardly ever used the card, it was more for emergencies. When I would get an email or paper mail from them it was, your payment of $ x is due on xx/xx ). So, I paid through my bank and their link. \n\nIt was when I wasnt able to pay on a regular basis that my amount due kept going up and up. Again, I worked with them for a long time making sure I wouldnt mess my credit score up for being late. I have held over a XXXX ( mid XXXX ) for years and years and it took me over XXXX years to get it to that, then in less than a few months it went well below a XXXX for being late just a few times. \n\nThen in XXXX I started receiving mail from lawyers wanting to represent me in my case against Discover. I had no idea what they were talking about. I had not received ANYTHING from Discover in over a year and I had no idea they were now trying to sue me, through the help of XXXX XXXX XXXX in XXXX, XXXX. I looked up my court number ( given by a mail lawyer ) in XXXX XXXX, XXXX Said Discover had written off my account but this law firm was coming after the total amount of over {$13000.00}, again I didnt even know what purchases were made in that amount, barring the few transactions I knew I had made and that was XXXX years earlier. Also, once I was unable to pay my account I was locked out completely from my online account. So I couldnt see that my charges were going up and up. I filed paperwork with the court requesting to see what all the charges were within my Discover account. I did receive these documents from the lawyer, however, they only sent dates XX/XX/XXXX and up. I had the card several months before that so I dont even know what was charged before that. Also, when I received the credit card statements there were missing dates and many line items were blackened out for me not to see the information. If you get the billing statements, look at the date and time for many of the purchases. I'd have to be in XXXX different states on the same exact days. Many times over. Hotels, restaurants, etc. \n\nAnyway, looking through the charges that I used I started noticing page after page of fraudulent charges from restaurants I never ate at nor heard of, plane travel to destinations I hadnt been to, theme parks, gas stations in cities I never drove through nor lived around, hotels, XXXX, travel insurance, the list goes on. I immediately called XXXX and told them what had happened. I also had XXXX other credit cards, of smaller spending limits that were both maxed out and they sent me to collections. XXXX XXXX and XXXX. I too got a hold of those statements and found they both had fraudulent charges. I disputed them with XXXX. Discover said, we investigated the charges and they were all correct and that I disagreed. They never even called me to ask me questions. I disputed all three credit cards with known fraudulent charges, which I would have been happy to furnish, but they all basically called me a liar. \n\nI also found out that my ex husband had opened up a XXXX XXXX in my name and with my information. When I called XXXX I spoke with a gentleman and after telling him my name, birth date, and social security, he told me he did see an account with this information but I wasnt allowed to access it and it was in my ex husbands name, but he had opened the account while we were still married, XXXX of XXXX is when he opened it. But the line went quiet and he asked me to hold a moment. A woman then got on the phone and told me the guy had made a mistake and my social security number was not associated with this account, but my name and other information was and that I wasnt allowed to have access to it and to forget about the account and delete the information I had to log in to the account. Then she hung up. \n\nMy ex also was receiving the government checks, we legally separated in XXXX of XXXX, he kept receiving these checks but never told me about any of them. I have mailed in a XXXX XXXX XXXX XXXX XXXX XXXX in XXXX of XXXX and I have still heard nothing from the IRS about where it was deposited to. I also ended up having to pay taxes on that money, that I didn't receive, instead of a single mom with XXXX kids getting the correct refund. \n\nXXXX XXXX XXXX has not been holding up their end of the bargain by making sure our information stays safe. I get spam calls and emails all the time. My bank account information has been stolen I don't know how many times and yet they still charge a fortune and won't be help responsible for financial pain and emotional suffering I have had to deal with regarding my credit card statements, bank accounts opening in my name, my social and name address etc being put on the dark web. My phone had been hacked, my emails had been hacked, I started not having any mail coming to me, including information from the IRS that I have been expecting and still havent received. Even in my new residence I was expecting a letter. Checked on the status and called and they said it was delivered to my address, but I never saw it. \n\nI have been taking all the necessary precautions to protect my identity, but keep getting beat down. These few accounts have completely ruined my credit and my ability to buy, rent, or get a mortgage. Large deposits have been required as a down payments, when Ive rented, security deposit, utility deposit, etc. which I have never had to do before. I am so frustrated. Once I sent the court document, I havent heard anything from anyone, including Discovers law firm. I finally contacted the law firm and Discover trying to get to the bottom of what needs to be done. The law firm said I needed to speak with Discover and Discover told me they didn't have anything to do with it any more. So I am not being helped with either party. Again, this has HUGELY impacted my life negatively. \n\nXXXX, XXXX, nor XXXX have helped either. They have just listened to what the companies have said and not me and what is on report doesn't help and have lowered my score. Also, XXXX and XXXX companies DO NOT have the right information on my credit file and they make it incredibly difficult to update anything and they cost a lot in order to view MY own credit score that I need to see if I have more identity theft problems. I can't even change my address and name on the accounts without calling them OR mailing MY personal information I.e a copy of my social security card, drivers license, passport, ummm all the items I'm trying to not have people steal easier then they already have. I have had phone numbers, addresses, accounts added to my credit report that were not nor ever have been mine. But they won't update my information until I mail them these items. They should just look at my social security number they have on file and review name changes and addresses, etc. \n\nI can send anyone the full statement reports if needed from Discover and their law firm. \nPlease help, XXXX XXXX","date_sent_to_company":"2024-12-08T21:15:29.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"28806","tags":null,"has_narrative":true,"complaint_id":"11089077","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"DISCOVER BANK","date_received":"2024-12-08T20:28:17.000Z","state":"NC","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["They should just look at my social security number they have on file and review name <em>changes</em> and addresses, etc. \n\nI can send anyone the full statement reports if needed from Discover and their law firm. \n<em>Please</em> help, XXXX XXXX"]},"sort":[12.552412,"11089077"]},{"_index":"complaint-public-v1","_id":"20022968","_score":11.928764,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"On XX/XX/XXXX of XXXX, I visited XXXX XXXX XXXX XXXX XXXX in regards to a XXXX XXXX XXXX XXXX cylinder four-door XXXX  XXXX XXXX vehicle. On the day I went to see this car, it was sitting outside on the lot, and the exterior as well as the interior of the car were clean. On the website listing the card was listed as having {$160000.00} Mi on the dash. with this being stated I decided to move on with the car because everything was presented how it was on the listing the only thing that was different was the check engine light came up on the car and the car was stating it needed coolant, the dealer whose name is XXXX XXXX insured me that the car will go to the mechanic for a full checkup then emissions and after he will get it registered and on that following week it would be ready for pickup. I've signed the documents, filled out a credit app for Westlake Financial located in XXXX XXXX, California, where I stated I was going to put {$2500.00} down as a deposit. On XX/XX/XXXX, I got a call from XXXX XXXX stating to me that Westlake had approved the loan, but I had to put down an extra {$500.00}, making the deposit {$3000.00}. With this being said, the car came up to {$9400.00} - the {$3000.00} I put down, and I was financing and still am financing {$6900.00}. I stated to him that that was fine as long as nothing else changed. On XX/XX/XXXX, the car was insured by XXXX with a binder sent over to XXXX to provide to the financing company, and within that same day on XX/XX/XXXX, XXXX advised me that the car should be ready for pickup the following Monday or Tuesday, datedto XX/XX/XXXX. On XX/XX/XXXX, I then returned to the dealership to give XXXX the final {$2000.00} and sign off on the financing paperwork to close the deal.On XX/XX/XXXX, XXXX then called me to assure me that the car was sent to the mechanic to clear the check engine light, everything should be all ready to go, o and I should have the car by XX/XX/XXXX. XXXX days have then went past and I never heard from XXXX about pickup from the car I then reached out to him in which he did not answer me but he reached out to my dad on XX/XX/XXXX stating that the car failed emissions check he took the car to a mechanic and the mechanic stated that the car had a timing belt change but they never change the XXXX sensor. Within this time frame, we did hear nothing back from XXXX until XX/XX/XXXX, when we were asking if the car was now fixed and ready forpickupuHeee stated that the car was still at the mechanic, awaiting the part. The car would not be ready until XX/XX/XXXX. At this point, we didn't hear nothing so my dad ended up reaching back out to XXXX on XX/XX/XXXX of XXXX, and XXXX stated that the sensor had been put in and the check engine light went away, but when they took the car in for the emissions check, the check engine light came back on. Within this time frame, again, XXXX had gone remotely silent. I had then texted him on XX/XX/XXXX, concluding and asking when the car would be ready for pickup, because he told my father on XX/XX/XXXX the car would be ready, but turns out it failed emissions that second time. I then proceeded to reach back out to XXXX on XX/XX/XXXX because he would no longer decide to communicate with anybody when it came to the matter of the car we always had to reach out to him I asked him when will the car be ready if we can have an update because it has now been going on almost 2 months and we still have no vehicle and I am paying a cardinal that is due every month on the XXXX of {$280.00} as well as car insurance due on the XXXX of each month of {$220.00}. Once I reached out that day, XXXX never got back to me regarding the car. I then decided to reach back out to XXXX again On XX/XX/XXXX in regards to the car and where areas he told me that he took the car to XXXX I was under the impression that XXXX was fixing the car and doing a diagnostics check to make sure that the car would pass emissions the third time but when I called XXXX myself to get information that he would not tell me they informed me that the car needed a XXXX XXXX a valve gasket cover change and a new oil cap because the old one had a hole in it which resulted in the {$7000.00} job XXXX XXXX decided he did not want XXXX to fix the car and instead had his son XXXX XXXX XXXX do all the repairs to clear the check engine light he assured me that after this the car would be fixed and it should be ready to go home however that was not the case. On XX/XX/XXXX I reached out again this time recording our phone call to ensure what was going on with the car he then informed me that the card did not pass emissions for the third time and he's not quite sure what was wrong with it he left it with a XXXX XXXX and he said that he was washing his hands with it within the same phone call he told me that he was going to find me another car within the same make and model of the one that I purchased and he would not charge me more he would keep charging me what I'm already paying. He told me to give him 7 days and not to reach out to my loan company. By this time, days had passed, I paid {$280.00} for my XXXX note on XXXX XXXX an additional {$220.00} due XX/XX/XXXX for the car insurance, when I still didn't have this car in possession. My dad then reached out because we then sent him images of XXXX other cars we seemed to find interesting in case he couldn't find the same XXXX and which he never respond to us but on XX/XX/XXXX of XXXX he informed my father that he did find a XXXX XXXX a XXXX XXXX in another XXXX I which was way below the year of the car I had currently purchased and I was not interested in on XX/XX/XXXX I then reached back out to XXXX to see what was going on and tell him that I am no longer interested and working with him to buy a car if he could please just unwind my deal with XXXX XXXX he texted back and told me that he apologized and he would unwind my deal on Monday XX/XX/XXXX Within the same phone call he tried to tell me that he had a XXXX XXXX that he thought I would like I did inform him that I was not interested I would like to purchase a XXXX and if I can not get that with you I would prefer to get my money back. It is now XX/XX/XXXX of XXXX. I tried reaching back out to XXXX regarding this matter, and he's been forwarding my calls and not answering my texts. My father has also tried to reach out to see what's going on and when we can start unwinding the loan, because it shouldn't wait until Monday. He would not answer his text, either ; he would just forward our calls and ignore us. I tried again later on XX/XX/XXXX, and the number went blank as though it had been changed. I called Westlake Financial on XX/XX/XXXX to inform them that I would like to dispute my loan because I do not have the car and they decided to brush me off and tell me the dealer had to deal with the matter I informed them that I did not have no way to connect with XXXX as he is not taking my calls and they still decided to brush me off. I then called them today, on XX/XX/XXXX, and I was explaining the situation, and the representative hung up on me. I am reaching out because I would like this matter resolved. I've been paying for a car for over 3 months that I do not have possession of, and I haven't seen it since the day I signed for it at the dealership lot. I'm upcoming on another payment of {$280.00} on XX/XX/XXXX for this car, as well as XX/XX/XXXX, and I also have car insurance due to XXXX of {$220.00}. I again do not have possession of the car. I have never driven the car, and I would like this fixed and taken off my credit report.","date_sent_to_company":"2026-03-06T01:09:14.000Z","issue":"Managing the loan or lease","sub_product":"Loan","zip_code":"064XX","tags":null,"has_narrative":true,"complaint_id":"20022968","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Westlake Services, LLC","date_received":"2026-03-05T22:39:21.000Z","state":"CT","company_public_response":null,"sub_issue":"Problem with additional products or services purchased with the loan"},"highlight":{"complaint_what_happened":["XXXX days have then went past and I <em>never</em> heard from XXXX about pickup from the car I then reached out to him in which he did not answer me but he reached out to my dad on XX/XX/XXXX stating that the car failed emissions check he took the car to a mechanic and the mechanic stated that the car had a timing belt <em>change</em> but they <em>never</em> <em>change</em> the XXXX sensor."]},"sort":[11.928764,"20022968"]},{"_index":"complaint-public-v1","_id":"12759789","_score":9.912534,"_source":{"product":"Credit card","complaint_what_happened":"XXXX XXXX XXXX\nI have been fighting Comenity bank since XXXX XXXX XXXX because they are trying to force me to pay for services I did not receive.  I have written numerous letters, talked to over XXXX  different people and got nothing but conflicting information.  They have destroyed my credit rating because they did not follow proper procedures when a cardholder reports a crooked merchant like XXXX XXXX XXXX  and whoever XXXX  XXXX  is. This bank is the worst one I  have ever dealt with since I have been doing  business, and that has been over 70 years. Why is this bank still allowed to remain in business? I have added excerpts from some of the customer complaints. Most of them have the same problem with Comenity. This is what they are doing: Comenity bank is using fraud and unethical practices to force cardholders to pay for services or products they do not receive. They use extortion to force them to pay and if they dont pay, Comenity will use black mail to force them to pay or they will destroy their credit rating. Credit ratings play a major role in every business transaction and Comenity knows this. These are some of the complaints: Comenity Bank Reviews THEY ARE CROOKS TO THE FULLEST. How could a bank like this still exist? No consequences. Where is the law? Is this the USA? Stay away from this bank. They charge for payments that don't go thru even though you get a conformation # from them. Got a janky answer from the manager that it take up to 15 day for them to get an answer.\nI have written three letters explaining this problem to this company but never receive a response!  I will not pay this bill; it is for a bogus account listing a bogus card, from a very disreputable company. DO NOT DO BUSINESS WITH THIS COMPANY!\nI'm sorry, but this is a fraudulent charge to me, and Comenity Bank has unethical business practices. This bank harassed me to pay it, they made collection calls and have been rude and distrustful even though I paid my account in full and closed the account. Helpful (0)\nEveryone should max out all their Comenity credit cards and refuse to pay. Most of the cards seem to be retailers and most people can live without retailers' cards. This will cause enough of a hiccup to get official attention to correct this corporation's thefts.\nThey would not work with me because they said the XXXX had been turned over to collections. I do not even owe this debt, and it is continuing to affect my credit score to the point where my home insurance doubled and is now XXXX more a year.\nThere I was, my car already serviced and Comenity told me to bring my card back when I received it and receive the service then!! I told Comenity, yeah Like this merchant is going to let me drive off and trust that I'll come back to pay for it, LMAO! I had to end up using another credit card I had and told Comenity to keep their card, dont mail it to me.\nPlease do not enroll with any credit card from Comenity Bank /Bread Financial. It is antiquated and a scam. There are some department stores that use them as well as XXXX Do not apply for anything with this bank.\nI can well understand why this \"joint\" has only 1 star rating. Comenity bank is usury at its finest. They are inconsistent, dishonest and scammy. Their accounts often include hidden fees and minimums. Payments will be applied randomly to multiple financed plans and their system does not have real time balance reporting. Their websites are trash. They will also randomly close accounts for no reason. Comenity: expect to be scammed.\nI used to have comenity bank with my XXXX  account and they were to difficult to deal with so I closed the account after they ruined my credit score on items I never bought. Now, I see they are doing the same thing with my XXXX  card. After i finally get out of the mess theyve made with that, I will never ever do business with any company that uses comenity, But since then Comenity bank calls 2 times a day and won't say anything when I answer. Checked them out and they are most likely a rip off scam company. They told us that we didn't pay the interest XXXX XXXX and all of the added fees. They sent us a bill - to our old address, again - and reported us again. Knock a hundred points off of our credit, zero confidence that they won't just do it again. AND when we were talking to them, the rep was rude, treated us like criminals, and hung up on us. Never again will I get anything from this bank. Never, ever, ever.\nComenity Bank is terrible, customer service rep's are just as bad. I purchased merchandise and donated XXXX to XXXX XXXX XXXX XXXX. I was not satisfied with the merchandise so I returned it. They credited by card all but the XXXX that I donated to XXXX XXXX. I later received a bill stating that I had a late fee. I did not have any other purchase on my card. They billed me late fees for XXXX months so I paid the late fee so it wouldn't impact my credit. The next month I received another late fee. My card is not late because I returned the merchandise. They are charging me monthly charges for the XXXX charges. I tried to dispute the matter.  I was given the wrong address, I had to contact the XXXX. This bank is definitely a SCAM. I'm closing my card and sharing my story on all social media platforms.\nComenity bank is such a scam you sent your money on time and they said oh no it takes 10 days to process so they give you late please I close my account immediately thank God the bogus late fees and interest charges which I am not going to pay I wish the companies that use them would not use them because I actually like the companies How come they are not aware of what a scam these people are? \n\nThey are quick to charge a late fee. I had a dispute with them and they never investigated it to get me a refund but the company I had a dispute with settled it later when I called the customer service number instead of the location of the disputed amount.\nPlease stay clear . This horrible greed . Plus I closed acct out last mth I pd it on XXXX XXXX they charged me late fee w acct closed in XXXX  said I may have pay another XXXX if interest from closed acct not pd by XXXX XXXX on closed out acct pd off XXXX bl just has pay interest fees today XXXX . Scammers very money hungry \nDO NOT GET INVOLVED WITH THESE PEOPLE!!! SCAMS. Got XXXX  credit card to buy a sofa XXXX my balance has never gone below that, no matter how much I paid. They now are FORCING account holders to give direct access to your checking account. Call customer service...you get charged XXXX to talk to someone.\nAny card I get I make sure it is not a commenity card. They are terrible, we received XXXX  calls a day on vacation for XXXX dollars. We were on tours and stuff and couldnt go thru getting the card out and writing down confirmations so we sent it to voicemail and took care of it at the hotel however it was ridiculous.\nThey will be hearing from my attorney and I am considering a class action lawsuit. STAY AWAY FROM COMENITY: THEY ARE FRAUDULENT THIEVES.\nI did not sign up for this terrible bank.I had a credit card with XXXX Well they changed my credit card to this terrible bank. Right away after the change I figured out how incredibly crooked Comenity bank is. They do not even have an App. They try to cheat people by making it very hard to find information. I paid off the entirety and will never do any business with them ever again. These kind of banks should never be allowed to operate. .Also XXXX  i am canceling your card After XXXX years just because you knew this bank was horrible but you were getting greedy and you thought you could get more interest and late payments from poor people that could not figure out how to find and understand how to pay this crooked scam company. Shame on you XXXX  for not caring anymore either.\nIm hiring a lawyer and I will go to the news. The store itself floor decor got hung up on and theres nothing they can do. I have my proof and I will not let them get away with this not even a star rating.\nI filed a dispute with them last XXXX  and they did nothing but kept telling that the dispute was still open but one is not supposed to pay any interest on account with a dispute.\nThey are shameless thieves...I was supposed to have paid my XXXX  card in full and after paying it off they charged me an interest of XXXX which rose in three months to XXXX dollars because they never sent letters or emails or text messages. They are the worst for credit cards, I don't recommend it. They are rats.\nJust like everyone else I would give 0 stars if I could. Worst bank ever and I am over XXXX years old so I have experience with banks. If you ever think about getting a credit card from this bank don't. You will have more issues resolving your problems than it is worth. They may even ruin your credit and no one including corporate wants to resolve any issues.\n\nIn XXXX  years of banking this bank is the WORST banking experience I have ever had ,of the 20 banks I have dealt with this one is rock bottom.I gave it a one star rating,if I could of I would of gave it a MINUS XXXX !!!  I owed them like XXXX  cents and the charged me a fine of XXXX plus interest ! I filed a complaint notice and got no response. When I got this ridiculous charge I paid it the next day just to get rid of it and then they hit me with a late charge and more interest !!! Their processing department must be the pony express. DO NOT OPEN AN ACCOUNT WITH THIS BANK, BE AFRAID BE VERY AFRAID !!!\nComenity Bank finds new ways to rob customers and charge interests that are not easy to understand, especially when you have the XXXX Credit Card and choose the 12-month financing option. Be careful and ALWAYS ALWAYS review your statements before making the payments. Comenity Bank is the worst Bank to deal with, they only care about taking money from you. They charge me XXXX as fees for one month, and I pay my card automatically every single month. Don't take any card from them, you will regret it!\n\nDo not apply for any kind of credit card unless you know what bank is being used for the credit. Comenity bank is a scam bank and will continue to charge you so called late fees long after you closed the account. They are also collections so they will turn it over to collections while you have no idea you owe money to a closed account. Complete scam.\n\nCrooked as can be. They do XXXXXXXX XXXX card and routinely send emails saying your payment is due on a certain date. When I go to pay in advance, late charges are already applied. I rarely receive payment emails before the payment is due. We have plenty of money. We just can't work with this company in a fair way.\n\nWe were with XXXX XXXX XXXX  XXXX. We were sold to Comenity and have had problems ever since. We pay our bill in full every month so I dont understand why when we use the card we are denied. This has happened to my husband very recently for the second time. I was also denied access on my card. Weve both been issued new cards and it happened again. Ive been embarrassed at the registerEnough is enough. They have been nothing but trouble.\nTerrible at best. I received a bill from XXXX  years ago that was payed ten tears ago. Comenity bank states that I am 4 months late on payments, but how can that be from a charge that was paid XXXX  years ago. Insane!!\nUse Comenity if you are BRAVE enough, so tired of arguing with them every month. Yes, they gives you headache at every month. Just when you are tired, they got a BIG piece of you without knowing it. It is not even qualified a legit bank to start with!!\nThey are a scam they take your Electronic payment from your bank account and say you did not pay. Then ask for your bank to send proof and say they never received that. And still want you to pay the bill even when its paid off.\n\nI have paid my bill consistently online and before the due date. They have no record of the payments and do not want to discuss it with me. I have tried to talk to their customer service but I could not understand a word they said. They finally hung up on me. I have told them I will not make another payment until they straighten out my account. Now I am receiving XXXX XXXX XXXX calls a day.\n\nI have the exact same problem with Comenity bank. My payment was due on XXXX, I sent my payment on XXXX , this bank claims they received the payment on XXXX. so they get to charge the late fee and interest. I called them , their answer is to check before due date to make sure the payment is in.\n\nThis bank does not expedite credit fraud investigation reported by credit card owners. They have taken XXXX months on my credit investigation and instead of investigating in a timely manner they kept charging me for the disputed charges and late fees, reduced my credit limit from XXXX XXXX XXXX. My original dispute investigation is still not resolved.\n\nAs a travel nurse making exceptional income, I will NEVER use this card again nor will I accept a credit line increase. WORST BANK EVER!!!!!!!!!\nOn XXXX XXXX I called their customer service line and asked the rep if I pay the balance today would there be any additional interest added to the account. They assured me that the final balance was the final balance. I also told them when I hit send on the payment that I wanted to close the account. Today I am looking at a bill for XXXX  more dollars. This company is a complete rip off and I would never recommend them to anyone.\nComenity Bank is a real life nightmare. No customer service skills, no resolutions to problems, a website that doesn't work and the inability to properly handle payment transactions. Move away from this bank as quickly as possible. . I know how to treat customers, and how I want to be treated. I've had XXXX XXXX  for XXXX  years, until today, you all know the problems. I have been a member of XXXX  for XXXX  years. I feel XXXX  did me wrong by turning the credit card over to such a poorly run, and understaffed bank. They had to know but didn't care because I'm sure palms were greased, and greed took over. I'm sorry I renewed my membership several months ago, but after XXXX  years of membership, it won't happen again, they caused our problems.\nSTAY away from them. They are crooks. I think they just string people along until they give up and pay it. They haven't met me. I will be filing a complaint with the feds. I've won before, I will again.\nI have been asked by a XXXX  representative to please keep using the card. Well, I've thought about it and no I will not use this card. Finally, their customer service representatives were terrible. They did not even try to help me and left me with XXXXXXXX  credit for XXXX  days!\nXXXX  switched to this company-try to follow up with Comenity Bank after receiving a letter that my due date had changed by a phone call but if I wanted to speak with a live voice would be charged XXXX XXXX what the heck was XXXX  thinking(not). Still awaiting current bill in mail. Will not setup any online service with this company (Comenity), in fact will stop using this card. XXXX  credit card service has lost a customer.\nXXXX  changed my VISA from XXXX XXXX XXXX to Comenity and its horrible. XXXX  responded to my complaint to the XXXX  in a professional manner but I got a letter from Comenity that was arrogant, obnoxious and a lie as far as their responsibility for unjustly charging me with late fees. Stay away from this bank that at the very least is incompetent with non existing customer support and whose business practices border on unethical.\nVery shady practices. Looks like they are there to get you in an endless loop to rip you off. A XXXX  purchase needed up with a XXXX bill. Their website is not available when I am ready to make the payment and couldnt get them on the phone also. Even after making the payment, they said that I might be getting a bill. When asked for what, they said that there is a daily charge and the balance I paid might not have that charges. Unbelievable!!! How can such a financial institution exist?? Feel awful for the customers who fell into their trap.\nComenity Bank operates worse than you would expect if you were dealing with a third world county bank. DO NOT TAKE OUT A STORE CREDIT CARD IF THE BANK INVOLVED IS COMENITY BANK.\nEach time Im told they will send me a new card, meaning I will be issued XXXX  cards I guess. I cant pay my balance without my account number. On phone Im told I can pay them for an extra fee. I dont think this is legit bank & they have all our info. Now I just want to pay my bill by cashiers check & be done with them which will also hurt my credit. But I dont know how.\nXXXX  issued me this card without my approval, then I canceled the account without activating the card. This was the beginning of a huge mess with nobody answering the phone. Tried to complain to XXXX  and couldn't get through to the right people there either. Stay away from this horrible bank and from XXXX  too.\nComenity recently took over servicing for a XXXX  Visa card from XXXX XXXX XXXX - which worked great for many years. Can't get an online account, can't get a service rep. This deserves NO stars. AVOID at all costs!!\nI received my XXXX  card, i also activated it, set up on line account, cant sign on to view my account, not going to use this card, will cancel it, i dont understand why XXXX  left XXXX XXXX XXXX  for these people, their customer service stinks.\nI have had a credit card affiliated with XXXX  for over XXXX years. XXXX XXXX XXXX serviced it. And I was happy with it. They saved me from fraud a couple of times. Apparently XXXX  dropped XXXX XXXX XXXX  for Comenity Capital bank. After reading some of these reviews I am going to steer clear of Comenity Bank. \nI can't get an online account set up and can't get a service rep. They are terrible!!! I don't understand why XXXX  made this change.\nI've had so many issues with this card. I tried to make a payment but their online and phone system was down for weeks so I was charged a late fee for that. I paid the next month and there's no history of me paying it at all even though I received a confirmation number. Customer service is rude and incompetent blaming me for not paying it in store when there system hasn't been working. Once I pay this card off I will be closing my account.\nComenity bank is charging interest on paid off balances and late charges on top of that. They have no regard for what is right, and calls are back-to-back. I would not recommend Comenity Bank to save my life!\nI cannot believe this company calls themselves a bank! This is the worst company ever! They made a $XXXX  mistake on my account. That's insane. Thank goodness I don't do business with them anymore.\nThey suck. On XXXX/XXXX  I mistakenly paid $XXXX  on a $XXXX  bill. They said I would have a check by XXXX. Nope, one operator said it is in the mail. This last operator said it is being processed. I told them, I am XXXX  and XXXX  costs me XXXX. I have no money to pay for it. They can't fed ex it nor can they call me or email me to let me know it was sent.\nComenity Bank does not Protect its credit card customers against unprincipled, unscrupulous merchant actions against its unknowing Comenity Bank Credit Card users. Please, beware of your online transactions using Comenity Credit Card. This bank does not protect its customers money,\nThey're trying to extort payments for returned items. I won't bore you anymore with the details except to say that If I see any financial ,banking or lending institution even remotely associated with Comenity I will try to get away from it as fast and far as humanly possible!\nThey're still charging me fees AFTER the card was supposedly closed. This is fraud and theft, and I'm in the position of having to fight with them because if I just don't pay it they could report to credit bureaus as an unpaid balance. Avoid any card through this bank at all costs--they're scam artists.\nHolding my payment hostage: I made a payment to Comenity XXXX more than the minimum payment which I frequently do. The payment was made on time but the payment somehow was inadvertently posted to a dead/closed account that was over XXXX years old. Why or How Comenity was able to post monies to a closed account.\nThe XXXX  Credit Card, managed by Comenity Bank, is a total fraud. I had autopay setup but then they stopped it without telling me. and then stacked up XXXX  months of late fee, and no notifications what-so-ever, until an agent called me i have XXXX months of late fee XXXXXXXX) stacked up. Total scammers... for a purchase of XXXX they should not be on this earth.\nComenity bank sent me a letter telling me that I owe them all the multiple transactions they stole from me or they will report me to the credit bureau. When I looked at my credit card statement, It showed the original transaction I made at Sportsman's, then it shows XXXX additional debits each for the same amount of over XXXXXXXX, but the debits are described as recurring payments.\nWhen I called them to resolve the issue, they told me they had fixed the issue, but they never did. I have called them many times and even though they admit this is a mistake, they tell me that they fixed it, but they still haven't.\nMy credit score is in the XXXX's for the last XXXX  years and now they are threatening to destroy it. I think I am going to get a lawyer and sue them. This is the most frustrating financial issue I have ever dealt with.\nWebsite and phones do not work AT ALL - don't try to pay them, you can't. Will just get you extra fees. They are a XXXX company - happy to give you credit at a high rate. NOW cannot even pay. Tried online. try calling. this is XXXX Just want to pay off and cancel this card. NOT WORTH THE HASSLE!\n Rude employees, XXXX  months trying to get a fraud charge taken care of. No one cares or bothers other than being rude and hanging up after a XXXX hour wait.Ask for supervisor was given another rude and non caring, uneducated employee. . Where the heck is this bank ? Well not sure it is a bank. I want my card closed and the false charge taken off. Does anyone care. I guess reviews don't mean anything because it is quite obvious they don't read them. Hundreds of reviews on this bank and they are still open. System has been down for XXXX weeks. CLOSE MY ACCOUNT.\nI have the exact experience with these people. Comenity Bank is a rip-off and so is XXXX! I have been charged a restocking fee and a late fee because I chose to fight this. Thus far Comenity says I owe them XXXX ALL IN RESTOCKING AND LATE FEES. I REFUSE to pay.\nI think it's literally been almost XXXX weeks now. Can't see my balance, can't pay my bill, I had to assign another payment method for all my Afterpay and pay pal pay-in-four purchases because the card is not going through when automatically billed...This is a disgrace - who monitors these XXXX anyway?\n\nThis company will try and ruin you. After calling them never wanted to tell me anything and the emails they kept sending me were the same ones over and over again. The unprofessionalism with these people are sick.","date_sent_to_company":"2025-04-01T18:05:59.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"75216","tags":"Older American","has_narrative":true,"complaint_id":"12759789","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Bread Financial Holdings, Inc.","date_received":"2025-04-01T17:33:24.000Z","state":"TX","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["I had a dispute with them and they <em>never</em> investigated it to get me a refund but the company I had a dispute with settled it <em>later</em> when I called the customer service number instead of the location of the disputed amount.\n<em>Please</em> stay clear . This horrible greed ."]},"sort":[9.912534,"12759789"]},{"_index":"complaint-public-v1","_id":"15293637","_score":9.894002,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"Consumer ID : XXXX  Information dispute : \" Checking Account Fraud '' To whom it may concern, this incident took place XX/XX/XXXX. One morning, while getting ready to start my day, I felt a pressing urge to check my online banking after not checking in a while. To my surprise, I could not access it so I began panicking. My past naive XXXX self was very sheltered and had no knowledge on what to do. I lacked information concerning these things, so I did whatever came to mind. I immediately contacted my friends and roommates to let them know what happened. Then I looked online and on social media where I found out that I was not the only one affected from a post I saw on Theshaderoom that morning. I did not have a very close relationship with my family and communicated to my then friends more, so I asked for their input. But they were as clueless as me. I briefly called my dad, mom, and sister to tell them what happened and check if they were affected since they use XXXX XXXX XXXXXXXX too. Thankfully they were not so I quickly went to the nearest XXXX branch to inquire why this happened. On getting there, it was crowded, and we were told not to worry and to wait till the ongoing investigation is finalized. I did just that to keep myself from spiraling and to keep my already compromised mental state from worsening. I channeled my energy to school and other things, praying that the issue to get resolved soon. Soon after I was told that the bank decided to close my account totally, when I asked why information was withheld by me. I asked what I could do to resolve this but was told that I could not do anything. My past coping mechanism was to isolate and avoid due to my crippling XXXX. I started to overthink about the reason why this happened. I did not harm anyone ; I tried my best to do good and offer help and was finally improving my mental health so why me??? That was my thought process, so I gave up looking for answers and resigned to my fate, thinking that it was not that serious If they did not explain to me in full details. Few months later, I attempted to open a new bank account at XXXX XXXX XXXX after not having one for a while. Alarms began to ring when I couldn't, I still did not get any information as to why and was told to try again later. I was reminded of the previous abrupt account closure. I explained what happened to the banker that attended to me but was instructed to take it up with XXXX, which I did. I called the customer service line but they were of no help to me. So I opened a XXXX account because I started working and needed one for my payroll. My intense XXXX eased up as time went by and I eventually buried about that incident to protect my sanity. \n\nNow, I am a XXXX fresh XXXX  XXXX, ready for new beginning and to launch into the adult world but this issue is holding me back. On XX/XX/XXXX, I decided to open an account at XXXX and XXXX but was met with the same rejection. It broke me down horribly and made me XXXX  XXXX. What went wrong?? Why is this issue still persistent? What did I do wrong? What is the reason?? I contacted XXXX  and early warning for a current consumer file disclosure report because that was what I was advised to do online. I did so and finally saw the reason for the closure and rejection. It stated \" Checking Account Fraud '' ... excuse me what?! I was puzzled because it was my first time seeing that. I wish I got that information earlier then I would not have been complacent and relaxed with the way I handled the situation. I wished I got the proper information about this in school and prior to opening the account. \n\nI called XXXX XXXX XXXXXXXX and was told the same thing as before that \" they just decided to close the account and as per agreement that's all the information they can provide ''. Hearing that completely broke me because what do I do? I wish the bank was upfront with me and told me everything so this would have been resolved the moment it happened. I became overwhelmed with regret on my stupidity, lack of information, dismissive attitude and wish I had a sense of urgency and appropriate information of fraud, personal information security, and how to combat such incident at the time of occurrence. I started doing something I should have done a long time ago. Backtracking my emails to around the time of the closure. Younger me seldomly checked my emails because I did not feel the need to it unless it occurs to me to do so. Then I saw emails of online banking password reset few days prior to the time I found out about my account restricted access, dispute claims, and a hold on a check of {$4700.00} at XXXX XXXX  on XX/XX/XXXX. All which I had no knowledge of. I was a short-time braider to earn money for my upkeep so i got paid with cash. I had minimal knowledge about checks since I never used them. I started thinking back to all the times that I let friends, clients, and a few strangers use my phone for a while to make calls or something else due to my younger self lack of caution and security. I was brought up with the \" sharing is caring '' and \" to do good always '' principle so I thought that being selfless was the best thing to do to help others. Identity theft and fraud was the main cause of this issue after doing my findings online. Letting my friends have my phone password and sometimes use my social media account because I thought that level of transparency was okay since we were close. My experience being XXXX  in XXXX  and XXXX XXXX  made me a people pleaser which encouraged my selfless character. I also remembered when my naive younger self would often click on links sent to me by unknown because I was curious or gullible to fall for those \" click to redeem gift '' pop-ups that would cloud my screen on XXXX without thinking much of it. Remembering the time when I used the same email and password for almost all my accounts. If only I knew! I know better now. I am extremely heartbroken because I am suffering of a crime, I know nothing of. This made me very cynical and affected the way I related to others. It also brewed resentment to people around me because it made me unable to trust anyone. The dream of a wonderful adult life is crumbling right before my eyes before I even started. I can't sleep and eat because of this issue. I start my big girl job soon but feel stagnant because of this issue. I am currently vulnerable and pleading for help. \n\nThis issue is depriving me of buying a car, getting insurance, and moving out of my parents ' house due to not having a real bank account or credit card. XXXX  XXXX  XXXX XXXX XXXX XXXX XXXX XXXX XXXX  due to stress which is starting to affect my XXXX  condition. I am losing sleep and can not eat because of this. I am self-harming to distract myself from the chaos in my mind and filled with so much anguish and embarrassment regarding this. Please, I just want this problem rectified and awareness of the prevalent of identity fraud to stop this from repeating itself. Make fraud awareness, and security updates semi-annually mandatory. Urge consumers to change their password and update security setting every 4 months and to check emails daily. Feel free to use my experience as an example for everyone because I will never wish for this to happen to anyone. I want the fraud claim disputed please. I am reaching my breaking point and do not know if I can take this anymore. I have cried enough and done as much as I can. This is beyond me. I will try my best to include as much documents as I can. Please rectify this issue. \n\nThank you so much for your time reading and your assistance. I look forward to feedback. Please feel free to contact me if extra information is needed! \n\nWarm regards.","date_sent_to_company":"2025-08-14T15:27:54.000Z","issue":"Problem with a company's investigation into an existing issue","sub_product":"Other personal consumer report","zip_code":"30087","tags":null,"has_narrative":true,"complaint_id":"15293637","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Early Warning Services, LLC","date_received":"2025-08-14T15:20:04.000Z","state":"GA","company_public_response":null,"sub_issue":"Problem with personal statement of dispute"},"highlight":{"complaint_what_happened":["<em>Please</em> rectify this issue. \n\nThank you so much for your time reading and your assistance. I look forward to feedback. <em>Please</em> feel free to contact me if <em>extra</em> information is needed! \n\nWarm regards."]},"sort":[9.894002,"15293637"]},{"_index":"complaint-public-v1","_id":"6914494","_score":8.933159,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Currently as it stands, my mortgage provider has falsely reported me for being delinquent in my loan since XX/XX/XXXX. At that time I was on forbearance and should not have been reported delinquent. The issue arose ( discovered exact source of issue end of XX/XX/XXXX ) as my loan was not coded correctly in a change of loan servicer. My forbearance was changing just as a previous mortgage provider sold my loan and because of the limited information from my previous mortgage provider as well as the incorrect coding of my loan we my new service provider, for 10 months I have been at the mercy of trying to straightened things out. \n\nThis is the two scenarios in which my loan should play out under : Senario 1 : Forbearance from end of XX/XX/XXXX- XX/XX/XXXX. \nI was paid 4 months ahead. \nhad my loan been coded correctly the 12 payments I had during forbearance would have been put on the end of my loan and I would have resumed payments. Since I was paid ahead four month this would have gotten me to XX/XX/XXXX WITHOUT being behind on my loan. \nI have been told time and time again there is a two month liencency with all loans coming from the forbearance and with the transition from XXXX to BOK. Which would have made my loan ultimately come down in XX/XX/XXXX. However, I was reported in XX/XX/XXXX of XXXX, thus BOK gave me 4 days to report delinquent. When they reported I was reported as more than 120 days. As of XX/XX/XXXX, I would have been 4 days delinquent. So again, incorrect reporting Senario 2 : Forbearance from XX/XX/XXXX- XX/XX/XXXX ( 18 months ) I have been told a multitude of things regarding the extension into 18 months. My most recent understanding is that had my loan been coded correctly in the forbearance then I would have in fact been eligible for another 6 month extension. As discussed, this was something I couldnt apply for as my loan was in transition from XXXX to BOK and BOK had to apply on my behalf. \nAssuming forbearance had ended in XX/XX/XXXX, I was paid four month ahead. Thus making me current on my loan and my first payment would be due XX/XX/XXXX. \n\n\n\n\nAs you can see from either of these examples I have not been fairly reported. I was hoping to make payment for XXXX and XXXX. With scenario 1, I would hope I would only be reported as XXXX months behind in that case. However, if there is also a true window of 6 months before BOK credit department would have reported I would not have been reported until XX/XX/XXXX, which has not even come. As of this exact date, XX/XX/XXXX, I called to make a payment as BOK 's online portal will not allow me to. They will not even allow me to make a payment which we continue the cycle of reporting me while I am trying to pay. \n\n\nCan you please review the attached information. You will see I have provided the information about paying ahead. I was paid ahead 4 months + and extra {$1000.00}. As I have tried to communicate to the loan re-modfication team when I have applied, I am not a risky person to lend to based on my credit. My credit has only tanked from the incorrect reporting from BOK. \n\ncopy of letter already sent to my mortgage provider 's credit department : I am reaching out as it relates to the status of my loan as well as what has been reported to the credit agencies and bureaus. In XX/XX/XXXX, I pulled my annual credit report and was shocked to find my XXXX credit score had dropped to below XXXX now fluctuating around XXXX.Going through the credit report I found BOK had reported my mortgage as not paid since XXXX of XXXX. I was astonished given the background of my loan to see this. With the supporting information, I am asking we work as a team to correct my credit as well as make progress on the loan modification or deferral of payments to the end of my loan. Per my last call with BOK, my understanding is there is a lot of mis-information- both given to me in the past, as well as BOK receiving information from my former mortgage holder, XXXX XXXX Mortgage. \n\nTimeline of events : Under XXXX Go Mortgage XXXX : Paid extra month payments in the months of XXXX, XXXX, XXXX, and XXXX. My loan with XXXX ( taken from another loan provider ) began in XX/XX/XXXX, and within an 8 month period I made 4 additional payments beyond my monthly payments totaling ~ {$8000.00}. See attachment : XXXX XXXX : Now well over a year into the pandemic I was making less deals ( equates to money as I worked in a commision only environment ) than at any previous part of my career. As a safety precaution, I made the decision to put my loan on the forbearance plan. \nXXXX : First time on a forbearance plan as a safety precaution. This was for six months. \nXXXX : Was let go from my job as production had decreased due to the pandemic. \n\nXXXX : XXXX : Received a letter stating my forbearance had ended and as a result I needed to re-format my loan or extend my forbearance. My foresight was correct as less deals were coming through. Extended forbearance a second time. See attachment : XXXX XXXX : Received a letter stating my forbearance would be ending at the end of XX/XX/XXXX and could make a decision to re-format my loan or extend my forbearance. \nXXXX : Started a new job salaried position at XXXX XXXX. \n-Notified my loan was being acquired by BOK . Provided with multiple incorrect dates at which this would happen by XXXX. \n- I was told I could reapply for forbearance one last time, per XXXX. See attachment XXXX XXXX : Still unsure what direction to take given I was now receiving a salary, but wanted to XXXX out XXXX and pay off some debt that I had begun to build up. \nThe last week of the month I was laid off from XXXX XXXX as bottom line dollars were rapidly declining due to prices of chicken and cost of supply chain logistics due to XXXX. \nThis last week of XXXX I decided I would extend forbearance a third and final time. Upon calling XXXX, I was told due to BOK taking my loan over within the next few days there was nothing they could do as my loan was already in transition in the background. \nUnder BOK Mortgage XXXX : The day my loan was officially acquired by BOK I called the number provided to me by XXXX. This was the beginning of the month. There was nothing in the system. I continued to frequently call - at some point I was told it would be at least a two week process until all the loans acquired from XXXX were in the BOKs system. The gentleman helped me apply for forbearance - this took a while as BOK didn't have any prior history of my loan. On XX/XX/XXXX I had emailed XXXXBOK a statement, as requested by this gentleman, ( attachment 3 ) showing I had been on forbearance and could re-apply. In addition, he talked about applying for the loan modification program within BOK in the event I was denied. On XX/XX/XXXX I sent in the loan modification application provided and the supporting documents. BOK online portal showed my application was successfully completed and I needed to wait to hear back. \nUltimately, it was towards the later part of the month before my loan was in the system and a BOK representative could help me further. At this point, I had made a lot of initial calls as I wanted to ensure my loan got on the third round of forbearance ( unable to do anything online as my loan was not being serviced by XXXX and BOK didn't have it in the system ). \nXXXX : It has been determined by BOK I was not eligible for forbearance as the only parties which were eligible for three rounds of forbearance had to initially enter their first round of forbearance before a specific time ( I think it was a specific month in XXXX don't recall the exact date provided to me ). As per above, my first round started in XX/XX/XXXX, and that date did not meet the requirement for the third round. This all took a while to get to an answer as the BOK gentleman had to apply on my behalf and use the little information he had access to at the time. I was rejected based on the date in which I initially went on forbearance. \n- At this time my application for loan modification was still under review. \nXXXX : My application for loan modification was still under review XXXX : My application for loan modification was denied with no further explanation. \nXXXX : I called BOK on XX/XX/XXXX to discuss what options I had available. I was told I had none. I asked if we could at least move the initial payment to the following month. I was told by the BOK representative she was unsure if this could be done and she would get back to me. I never heard back from the representative. \nAt another point, I believe around XXXX, I called to follow up. I was told nothing about my request as any deviations go through a list of investors and can not get an immediate yes/no just through a manager or BOK department. The representative on the phone this particular day decided to look and see why my loan modification was denied as it did not make sense to me and was never provided an explanation. I was told it was because my application was missing some supporting documents. I never received an email, phone call, or letter in the mail stating anything other than my application was fully completed. On this call, I was told I could re-apply given I was rejected for loan modification solely on the fact BOKs investors needed more information. At some point I receive a new application which I can reapply. In doing so I find out the application is completely different from the initial one I was provided with in XXXX meaning there was no way for me to know my initial application lacked documents needed by the investors. \nSide note : It was my understanding until the loan had been re-modified payments were recommended, but not necessary as those payments could also be included in the loan modification. Furthermore, it was said to be due to the timing in which my forbearance changed and the loan changed servicers, there was a leniency to payments while loans got in the system and sorted out. \nXXXX : XXXX : - Post holidays I finally have time to re-apply - On the XXXX I sent a dropbox link with the application and the supporting documents - On the XXXX I sent 3 emails to XXXX with the same application and supporting documents that are in the dropbox folder - I also discussed with a gentleman using IRA support documents. He told me he would email, but I never received it. Upon following up, I was told he left no note of this conversation. \nXXXX : - Due to the amount of time it has taken with the loan modification program and response time from BOK, I decided I was going to take out a second mortgage on my home. As a result of re-doing/adding onto the kitchen and adding on a 3rd bedroom and bath, I have built considerable equity in the home which could be used to bring my mortgage current. \n- The first place I applied I was rejected based on my credit score. Which leads me to pull my credit score. \n\nAs this letter initially stated, it was at this time I discovered BOK had reported me for not making a single payment since XXXX of XXXX. After finding this out, I immediately called BOK on XX/XX/XXXX. I was told a host of things - XXXX and I discovered an abundance of incorrect information ( or lack thereof ) had been previously provided to me from BOK. In our time talking, I was told when my loan was taken over by BOK they were given no prior information of my loan being on forbearance. I was told since my file didn't have the forbearance information it appeared I had not made a payment since XXXX of XXXX. This is exactly what was reported to the credit bureau. This is factually incorrect : - BOK was given notice on XX/XX/XXXX ( attachment 3 ) showing a letter from my previous mortgage provider I was in fact on forbearance. While I was on forbearance, ones credit score should not be negatively impacted. This was mandated by the government. During my call on XX/XX/XXXX I was told BOK still had no information I was on forbearance and the loan is noted as failure to pay during the entire time I was on forbearance. \n- Again, I will note, and as I have included the information regarding the 4 additional payments made in XXXX with GSF. This is important as the months reported paid XXXX, XXXX, XXXX, and XXXX of XXXX I was on forbearance. I did not pay those months - my previous 4 extra payments which I always intended to be principal payment were then reported from XXXX to BOK I had paid those 4 months, when in fact I did not. \nAs for any month beyond when my forbearance officially ended, I was completely mis-guided as to the status of my loan while applying for a loan modification. I was told there-was some leniency for those coming off forbearance and the time applying for the loan modification program. It was always my interpretation the time frame from forbearance ending to a re-modified loan would be included in the loan re-modification. \nAs I write this on XX/XX/XXXX I have still yet to hear anything in regards to the loan modification I re-applied for in XXXX of XXXX through the mail or by email. The only mail I have received from BOK is my monthly statement, letters regarding a potential foreclosure, and most recently two letters regarding how to get rid of PMI. \nWhile XXXX is responsive when called, I am given incorrect information and very rarely do the BOK representatives follow up when Im told they will. Of all my calls, the only representatives which have been helpful were the lady in XXXX of XXXX willing to dig into why my initial application was denied, and most recently XXXX XXXX on XXXX. Both of these representatives followed up when they said they would. No other representative has held to their word on follow up - this includes information about status of my loan re-modification or sending/mailing/emailing documents discussed. If properly followed up by BOK I would have sent in all the information last fall. \nI would like to call attention to the time gap in between my phone call in XXXX regarding my credit report and the time in which this letter is arriving. My fireplace had an issue in XXXX during the Texas freeze in which Ive been very bogged down dealing with the aftermath and all the steps to remediate with my insurance company. My timeliness is not reflective of how significant this matter is to me and finding resolve. My priorities were handling the immediate need of moving out and securing a new location, rebuilding personal belongings, etc. while my house is remediated from the smoke damage. \nWith the information provided, I hope we can come up with a few solutions. At a minimum, 12 months should be reported on forbearance, not as not paying. I believe I have supplied sufficient information in the attachments showing I was in fact on forbearance and was not delinquent in my loan. Furthermore, the matter of the timing of which my specific loans forbearance ended/needed to reapply along with the timelines of the loan switching to BOK my loan was coded incorrectly and should have proceeded through a different route 10 months ago. If I had still been in forbearance when BOK acquired my loan, I would not have been reported to the credit bureau for the 12 months, and I firmly believe any loan re-modification application would have thus gone more smoothly. \nOutside of the credit report needing correcting, I would like to raise attention to the investors how significant this appeal is. The incorrect credit reporting is one of the reasons I am not being accepted for a loan remodification as my low credit score makes me look like a risk.Had the credit reporting been shown I was in forbearance, I am positive my score which previously hovered around XXXX would have been accepted as such a credit score would not make me a risk to lend to. \nAdditionally, if the credit can be correctly reported and fixed I would also be accessing additional capital of ~ $ XXXX of equity I have built in my house. That would be more than enough to make the loan current and not even have to go through a loan re-modification. \nAs the investors look at me as a client, I would like to call attention to the remainder of my credit report. As an investor can see on my credit report, I have never missed a single payment on any debt. In addition, I also fully paid off close to $ XXXX of student loans well before the age of XXXX - which was not an easy achievement. I care an immense amount about not living in debt and staying current on all bills. I call to an urgent remedy to the incorrect credit reporting as well as the miscommunication towards me as a customer in payments being included in a loan re-modification. \nI hope this matter can be attended to in a timely fashion and with clear communication.","date_sent_to_company":"2023-05-01T21:21:01.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"75206","tags":null,"has_narrative":true,"complaint_id":"6914494","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BOK FINANCIAL CORP","date_received":"2023-05-01T20:38:10.000Z","state":"TX","company_public_response":null,"sub_issue":"Problem with personal statement of dispute"},"highlight":{"complaint_what_happened":["I did not pay those months - my previous 4 <em>extra</em> payments which I <em>always</em> intended to be principal payment <em>were</em> then reported from XXXX to BOK I had paid those 4 months, when in fact I did not. \nAs for any month beyond when my forbearance officially ended, I was completely mis-guided as to the status of my loan while applying for a loan modification. I was told there-was some leniency for those coming off forbearance and the time applying for the loan modification program."]},"sort":[8.933159,"6914494"]},{"_index":"complaint-public-v1","_id":"2473155","_score":8.877781,"_source":{"product":"Mortgage","complaint_what_happened":"XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX ks, XXXX  XXXX XXXX XXXX & XXXX select port foilio -XXXX can you help with unanswered question on my mortgage please?\ni live in XXXX kansas and i 'm in need of some quick answers and help with my mortgage. i am not sure who or where to turn to. i have sent out packets and i faxed documents and emailed people and phone calls and so much over the years. well i was reviewing mortgage sites to see if any problems have once again become a problem in the mortgage world cause it seems as if mine has never stopped.\ni am on XXXX and i purchased my home inXX/XX/XXXX and at closing there were 2 forms of documents due to at the last minute the XXXX who i was originally signing my loan documents agreed to lower my rates so a possibility of some loan mixes up when shipping my final documents to the company actually the faxed them at XXXX office in XXXX due to last minute change. so anyway a few days later my loan was sold to XXXX and when i had just mailed my first payment to XXXX  and received noticed that my loan had been transferred and in doing so it had the wrong interest rate and monthly payment. i kept explaining that documents could of possible got mixed up and in do so my loan was then transferred to XXXX XXXX  and XXXX. where this took me 2 years to get them to put me into another loan term as well as stop 2 foreclosure procedures that were basically voided before they started and notice was sent to the attorneys so i had to proof to the judge and the attorney that XXXX and XXXX redid my loan with fixed interest in order to correct the interest rate errors after 2 to 3 years of dispute however it was n't free and clear to me it created an amount of about 4000 or more to be included as if i had defaulted on the loan or was in the rear of payments in their error. since i was on XXXX and had fought to be a home homeowner and not stupid just because i was on XXXX i took the offer of XXXX and XXXX to make my loan current so i could proof i did have an income on XXXX and just like i fight for my home i fought for XXXX rights.\nany way everything was fine until about XX/XX/XXXX and make affordable became able i had my loan reviewed again for my income. then inXX/XX/XXXX my mom passed and my sister who also was on XXXX we made XXXX person together, sadly moved out and in XXXX XXXX had reset my loan supposedly according to my income, and then in the end of XX/XX/XXXXmy boyfriend had gotten XXXX XXXX and went thru XXXX and XXXX XXXX  as well, and unfortunately he is now going through XXXX XXXX and XXXX and preparing for XXXX and then XX/XX/XXXX of this year my XXXX passed., so as you see i have allot to keep up with and several other items have occurred on top of those major ones. that kinda brings you up to date on what i am inquiring about today is i every since i purchased my home it appears as if it 's been one thing after another and i have made previous complaints and or inquiries to the servicers as well as consumer protection however it appears as if i am getting no settlement of any kind was i included and no changes of my mortgage. i do n't know at this point where to turn or what to do in order to not lose my home and to get my credit back to where it should be. so that is why i am in research today to see if anyone in your office can explain or suggest answers or help of where or what to do if anything.\nin short i have 2 loans sinceXX/XX/XXXX with XX/XX/XXXX and XX/XX/XXXX\n1. my 2nd loan was written off i beleive inXX/XX/XXXX and the lien was released however they say i still owe the loan when i refinance.never understood why it was written off because i had just got it modified and i was n't behind on it but when i went to make payment they could n't find the loan and a few days later they said i ca n't pay anything on it cause it was written off. then i read a document from attorneys that i thought stated that was like part of the settlement and help for home owners for the wrong doing. and XXXX sent me back a letter months ago stating that is not so. and i sent that information to the treasury department and never heard anything back. so it is on my credit report as a bad debt i 'm not paying but they wrote it off and released it. so why? when i was n't behind.\n<P/>\n2. XXXX XXXX sold my loan to select portfolio inXX/XX/XXXX who i have been in dispute with every since, due to them not making my payments count. and i am still in dispute with them today. last week i got a right to cure which was the XX/XX/XXXX however since then i have sent them information such as they are not even listed on the XXXX inquiring about my mortgage.i have n't heard from them since.\n<P/>\ni received a phone call stated i was being sued but i do n't know from who or for what? so unsure if it is a debt collector casue XXXX wrote off and released my 2nd loan or select portfolio trying to take my home., cause my right to cure was the XX/XX/XXXXbut im not in default.\nanyway i keep fighting due to the fact that i am not in default with select portfolio i had missed over the 3 to 4 years 3 payments however i made double payments and i was suppose to pay XXXX a month and i paid double that at least twice and every since XX/XX/XXXX i have paid at least {$700.00} a month so that 's 3 years of overpaying that they said went towards my payment. anyway i made up the 3 payments so therefor i should not be in default however sps states i have the right to cure and that im 9 payments behind and there is no way shape or form i have every on any loan been 9 payments behind, i am on a fixed rate yet they charge me a daily interest. and they wont record my payments to make them count and even though i have proven time and time again that i made my payments and make them through XXXX XXXX every since they cost me {$470.00} insufficiency fees on a checking account of over 30 years that i shutdown and created me to pay extra fee to make my monthly payment as well as have proof my payments were made, which apparently they chose to ignore and after 6 months of payments being made they backed them out and input them with a different payment amount then what was required. so i 've sent prove of my payments to the credit bureau as well and received a letter back stating that sps has to be the one to record my payments have been made and sps states that the agency are not recording them correctly. so once again nothing is done, i make my payments and the credit agencies nor the companies are making them count, which i had believed due to me being on disability they are trying to force me into foreclosure.\n<P/>\nthen the last few days i found information about XX/XX/XXXX and XXXX and the XXXX who is strictly an electronic document feeder however they supposedly have been enforcing foreclosures, sp this is where you can help me. the information i read states fbi investigation on XXXX and XXXX fka XXXX  for bank fraud and it was datedXX/XX/XXXX of this year. my point being everything i read on this investigation is everything i have been disputing sinceXX/XX/XXXX and have not got to be part of any civil suit never received any documents to do so or letters or anything that could inform that i was part of anything that would give back to me for all the fraudulent activities and cost it has cost me over the years. and then out of the blue i run across this fbi investigation of XXXX XXXX, and the XXXX site advising to check my mortgage to make sure i was possibly not included in the company fraud which i believe i am. for years i 've inquired about my mortgage and who owed it so i could refinance with that company and i was told XXXX bank and for years they state they do n't find anything on my loan so then i look up the XXXX  and it states both of my loans are inactive and that XXXX and XXXX fka XXXX as my servicer which when clicking on link it brings up ads for XXXX  and XXXX investors, and that it held by XXXX bank as the trustee.\n<P/>\nso i email sps XXXX and XXXX XXXX and inquire about sps no where on the XXXX and that is who i make my payments to and set me the right to cure and that XXXX bank is trustee.\nthis is all part of what the fbi investigated and cludes is fraud.\n<P/>\nmy point being that XXXX and sps being the ones that seem to keep me in limbo to where my credit score is bad and my payments are n't being recorded correctly and most important have me in default that i should not be in, as well as when XXXX transferred my loan sps added in the forbearance a couple of times increasing my loan balance. so allot is wrong not to mention that i have documents as well as statements that have a different monthly mortgage payment such as contract in XX/XX/XXXXif it is a valid loan and valid transfer of my loan it states XXXX, other documents states XXXX  and statements state XXXX until changed due to escrow in XX/XX/XXXX, which sps backed out 3 months and input payment to start inXX/XX/XXXX as currently should pay XXXX but i pay at least XXXX every month.\n<P/>\nso i 'm needing to know what i should do to get my credit corrected and to make my payments count. i should n't be forced into a modification just cause they do n't keep records correctly, when i 've already paid, nor should they be able to fraudulently force me into foreclosure, because they written off my loan and released it on my 2nd, as well i made up the 3 payments i was behind and they keep charging me property valuation when they know i do whatever to keep my home and fight like XXXX on they deceptive acts. i 've been here XX/XX/XXXXand i 'm not going anywhere yet they keep my credit bad and my payments as if i 've not made them so that i ca n't get out from under them.\nthey offered a modification of a balloon balance of $ XXXX and added 2 years and reduced payment down by XXXX. and i did n't take it cause for 1 i 'm not behind and for 2 my loan would be paid off 2 years with a XXXX balance when they are adding XXXX and 2 years who in their right mind would agree to that and increase the loan balance by that balloon amount is what that adds up to. and how is that helping me when i 'm not behind and it would let them increase my loan as if i was in default and put that amount in the rears when i 'm not behind and never have been behind no 9 payments that almost an entire year and i do n't have no car payment because my motor went out no expense there i have no credit cards so no expense there and i only have my dog and my house and every day living so where would my income be going if i did n't make house payments? that 's almost an entire year and that makes o sense at all other than the fraudulent acts of trying to take my home for more money such as they did by the fbi investigation of turning in claims to the insurance companies as a bad debt they lost out and their insurance company pays them. and how can XXXX bank be a trustee?\ni found this information below is as an example of what to do is my loan paid for because my XXXX shows inactive?\nXXXX XXXX XXXXstatment or from all three friadent actives and the settlements against XXXX XXXX XXXX XXXX XXXX and XXXX showing inactive and the right to cure letters?\n<P/>\nam i paying the correct company my payments?\nwho does own my loan?\nif no one owns my loan then i have no loan or do i?\nis the write off and the the not applying my payment to count all part of pushing me into a foreclosure and or bahow do i get them to make my payments and their records correct, with correct balance duje, correct monthly payment amount and that i 'm not in default.?\n<P/>\nd credit that i should n't have?\nexactly what does that mean on the XXXX account of inactive and servicer XXXX and XXXX fka XXXX and XXXX XXXX as the trustee is it fraudulently, do i have a loan or not who owns my note and i 'm payin the right company and if i am how do i make them accountable for my correct payments and balance due and all the daily fees and or advances that should not been applied?\nhow do i know if i have homeowners insurance and why do i have a tax revenue out on public records how would i owe irs and why? i am on XXXX so i do n't have to file taxes and due to all my past badness of bad luck in the last few years i have n't had time to even file for my homestead. and according to XXXX  county my taxes were n't paid in XX/XX/XXXXand should have been as well s insurance they keep paying late and it keeps increasing.\nso is there anyone who can help me get my loan correct or discharged?\nis there anyone who listens and cares about what i need answered and help with before i have a sheriff knock at my door and if they do come then what, i should no way shape or form lose my home over these companies fraudulent and deceptive acts, so who or what do i do?\ni know they attorney general office nor the consumer protection agency are not suppose to take on 1 on 1 cases but it would appear that they have to start with someone somewhere and these dispute of mine has been nothing but a circle of one thing after another and no resolution so where do i turn and who has the power to stop this circle and get all the wrongness given back to me and these companies to stop [ all the fraud and deceptive acts that it appears all they do is get fined and start over again. maybe if they had to pay for the mortgage they did wrong then maybe they would n't be so out for themselves and be more for a business and consumers who they steal from instead of make a business from and for.\ni do n't know what to do with this right to cure when i 'm not behind and my credit should n't be bad. however i ca n't refinance and wont with wrong numbers or while i 'm in a dispute to make my payments count, in my loan as well in my credit.\nso i ask once again if my 2nd loan was due to settlement and since it was release due i still owe it and if yes then why did they write it off, i was n't behind at that time and know i suppose they can say i am.\nand on my 1st that XXXX transferred and sps backed out payments months later and then does n't make my payments count and keep adding daily interest on a fixed loan cuase they keep me in default that i 'm not, and my XXXX is n't showing sps as my servicer.\ncan they foreclosure and since its inactive is all these deceptive acts them trying to foreclosure and can they foreclose?\n<P/>\nwho can help me get these questions answered in order to stop all these time of disputing and taking a toll on my health and time and money?\n<P/>\nwhere i am i and my property as being any part of all the wrongdoing XXXX and its bandits have done to me and my home cost now and in the past 12 years, what or how do i get relieve from all this wrong doing and when is it going to stop..\n<P/>\nplease give me advice or information i can get some straight forward help due to my loan not being hud or XXXX XXXX or XXXX XXXX hud cant or dont have the answers other than refinancing that i ca n't due to dispute 4 and default that they keep me wrongfully in. again ive paid my payments and they are not being accounted for.\n<P/>\nand i would not of let the 2nd loan be written off i am and would of been disputing that from the beginning but i thought it was due to the national law suit.\n<P/>\nso i am finding out that 2nd loan according to XXXX was not due to settlement it was deceptively a bad debt they falsely claimed, i was n't behind and now they sold loan and sps is trying to do the same on it.\n<P/>\nwhere or who do i turn to do is needs to stop and be corrected and get out of a dispute and i wo n't give up cause i made my payments and ther are deceptively trying to take my home. please help me with a resolution and make this stop and get corrected after 3 years and same circle someone has got to step in. please tell me my XXXX is inactive cause XXXX finally paid their dues or why and what i should do.\n<P/>\nhowever please do n't let them have rights to push me out of my home when i made my payments. who has the power to listen and stop this company and their bandits.\n<P/>\nsorry its so long but i 've been fighting sps sinceXX/XX/XXXX and i 'm still where i started but now they are trying to say they can foreclose on me, yet i am not in default nor should my credit score be bad it looks like a checker board, and mi pay monthly and over i always have.\n<P/>\nthank you for your time and please leave a message or feel free to email due to XXXX threaten and other appoints my calls are screened as well as some times i ca n't always get to phone.\n<P/>\nthank you for your time and please help or tell me who can, im very very tired of this and need help.\n<P/>\n[ PDF ] 107300 - Kansas Judicial Branch XXXX XXXX XXXX XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX , as Trusteeof the ... Kansas law favors keeping a mortgage and the right of the ... Thus, the general rule is that the mortgage follows the ... their homestead rights, and had violated the Kansas Consumer ... .. judgment because, under the analyses in XXXX XXXX XXXX ,.\nI AM CONFUSED WHO CAN HELP ME UNDERSTAND. THANK YOU.\n<P/>\nif published please remove personal infor.","date_sent_to_company":"2017-05-03T20:14:42.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"666XX","tags":null,"has_narrative":true,"complaint_id":"2473155","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SELECT PORTFOLIO SERVICING, INC.","date_received":"2017-05-01T21:43:06.000Z","state":"KS","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["i am on XXXX so i do n't have to file taxes and due to all my past badness of bad luck in the last few years i have n't had time to even file for my homestead. and according to XXXX  county my taxes <em>were</em> n't paid in XX/XX/XXXXand should have been as well s <em>insurance</em> they keep paying <em>late</em> and it keeps increasing.\nso is there anyone who can help me get my loan correct or discharged?"]},"sort":[8.877781,"2473155"]},{"_index":"complaint-public-v1","_id":"3257123","_score":8.611156,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"On XX/XX/2019, I initiated a search on Clay Cooley of XXXX XXXX website. I immediately got an email and phone calls started right away. I talked to one person and explained my financial situation and also described my trade in. I was assured that they would be able to get me taken care of. She explained they have fresh start programs and that they are giving maximum trade in values. She specifically told me they give more than what the car is worth through the month of XX/XX/XXXX. I told her my payoff balance was around {$11000.00}. I had it written down on a piece of paper when I got there. There was really bad weather that day and there were hardly any customers there besides me. I met with the sales person I was told to ask for. She got some information and I told her that my tradein was in my son 's name as he got the car in his name since I was going through a divorce and my credit was not good. I told them I wanted to try to get a vehicle on my own to build my credit. Later she came back with another salesman. They advised me that it would be best if I buy a brand new vehicle versus the used vehicle I looked at online. \n\nAfter some talking, they came back with payments of around {$1000.00} a month. I had already explained that I was divorced and only had 1 income and a little bit of spousal support that would end in XX/XX/XXXX. I had already told them my budget was in the {$400.00} - 500 range. My current payment was only {$360.00} and although I knew I would be challenged by my credit, I was willing to try to get a good deal. Unfortunately, they both told me it would be better if I had my son on the loan as a cosigner because of his credit and income. I called and asked my son and he said ok as long as I could refinance within a year like the salesman told me and then I could be on the loan by myself after I've had months to build my credit. \n\nAfter more time, they came back with a payment of {$580.00} a month and explained that if I pay half of the payment before the due date and the other half on the due date that I would save in interest, etc ... ..I was still uncomfortable with a payment that high because again, I only have one income and I felt like that would be really stretching my budget. That would be a {$220.00} difference. After they spent more time convincing me that I could do that, I thought maybe I can do this if I cut out any extra expenses but as it was, I was just getting by with what I was bringing home. My rent was going up to {$880.00} for a 1 bedroom and I was a bit worried about being able to pay all my bills. While this is going on, there was bad weather outside as well. At this point, I feel like I should have asked for my car keys back and left. But I also wanted to have the payments I had been making to benefit me too since I was paying on time every month on a vehicle that was in my son 's name. I wanted a fresh start to build my credit up and to be my own person now that I was divorced after 29 years. \n\nFinally after being there from XXXX XXXX, it was already XXXX XXXX  when another gentleman called me in his office to sign the paperwork. Again, very few people in the dealership and at this point I was so ready to go home ... .the person pointed to where I needed to sign. He said \" I have good news for you '' ... .we got your payment down from {$580.00} to {$540.00} because we added gap insurance and a full 5 year warranty. He never pointed out how much I was getting for my trade in. The XXXX only had a little over XXXX miles on it ... .I can't remember the exact mileage but it was not over XXXX so it was considered a low mileage trade in. He never pointed out the price I was paying for the new vehicle. He did tell me the the APR would be 10.60 %. Because it was so late, I felt rushed and then they wanted my son to drive 30 minutes from XXXX to XXXX ( in bad weather ) to sign his part. Then they said they could have someone drive out to his home to get the documents signed so they did that. They arrived at his residence around XXXX XXXX  and I had to tell the guy to let me know when he arrived and not to ring the doorbell because they're baby was asleep already. \n\nAfter that, I never received any copies of the paperwork. I had no chance to look over what we signed for. I called several times ... .I emailed the girl who had been emailing me daily to get paystubs for my son ... .all of the sudden, she was not responding when I needed something. I kept asking when can I pick up my copy of the paperwork. Another week passed and I decided I needed to stop by the dealership to get paperwork. By this time, it was already XX/XX/XXXX and we signed on XX/XX/XXXX. It took about 30 minutes for them to locate the information and basically they printed off of a computer. The paperwork I have in my possession has not signatures on it. I thought this was weird because we always got copies of the signed documents for all the other vehicles we've purchased in the past. Today is XX/XX/XXXX and I still don't have the full copies. \n\nNow, in looking at their website ... .the same vehicle I purchased is showing on their website as \" the price you pay '' anywhere from {$16000.00} to {$17000.00}. The sale price that shows on my paperwork appears to be the MSRP price of {$21000.00} and that is supposedly after {$3700.00} rebate was deducted. The contract shows the amount financed is {$28000.00}. I have been researching and I'm definitely paying way too much for this vehicle. All I wanted was a fair deal. The math is all over the place. \n\nSales price : {$24000.00} Amount Financed : {$28000.00} After {$3700.00} rebate = cash price {$24000.00} Trade in value : {$9000.00} - tradein payoff : {$11000.00} - difference of {$2400.00} Taxable amount : {$12000.00} and sales tax : {$750.00} Am I correct that this doesn't make sense? For that much money, I should be driving an XXXX XXXX or XXXX ... I purchased a 2019 XXXX XXXX ... the base model. Not an XXXX  or anything fancy. \n\nTo add to the bad deal I got, it took them almost 4 weeks to pay off my trade in. I had to call several times about that as well. \n\nThey promised me a good trade-in value and said to go in and ask about their specials. Their website is showing the 2019 XXXX XXXX XXXX for under {$20000.00}. I am wondering why I'm paying way more even by having my son on the loan with his good credit. \n\nPlease help me figure this out. This is the first time I've had a very bad experience. I was there over 4 hours and I wished I would have questioned them more or had them explain the contract better because I might have just kept my own car and kept shopping for a better deal. \n\nThey sugar-coated and over promised stuff and did not deliver. I did not get even close to what they were telling me I could get for my trade in and put full price on the contract. I hope this dealership changes some of it's ways.","date_sent_to_company":"2019-05-29T20:01:00.000Z","issue":"Getting a loan or lease","sub_product":"Loan","zip_code":"75061","tags":null,"has_narrative":true,"complaint_id":"3257123","timely":"No","company_response":"Untimely response","submitted_via":"Web","company":"COOLEY ENTERPRISES INC","date_received":"2019-05-29T18:06:34.000Z","state":"TX","company_public_response":null,"sub_issue":"Problem with signing the paperwork"},"highlight":{"complaint_what_happened":["I hope this dealership <em>changes</em> some of it's ways."]},"sort":[8.611156,"3257123"]},{"_index":"complaint-public-v1","_id":"5597051","_score":8.134184,"_source":{"product":"Mortgage","complaint_what_happened":"Below is a copy of a letter that has all of the details of my situation : XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX RE : Complaint - Freedom Mortgage, XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, NJ XXXX And Confusion on 1st Quarter Property Tax Payment To Whom It May Concern : I have an FHA loan/mortgage with Freedom Mortgage XXXX ( Loan # : XXXX ). As long as I have had this loan, I have made my payments on time through autopay. This was until Covid hit, then, I had to put my loan into forbearance. \n\nAfter my forbearance expired Freedom Mortgage sent me loan modification paperwork with a lower payment and, because of the time I received the modification I also received a lower interest rate. All of these things were expected and after a few phone calls with Freedom Mortgage I finally convinced them that they could come down on the payment and the interest rate with all the new moratoriums put in place by President Biden for homeowners coming out of forbearance. Freedom Mortgage continually fought me about better ways to remodify my loan but, I finally attained a better modification on my mortgage. I wanted to bring this to your attention only to preface my current problem with Freedom Mortgage not listening to me or attempting to work with me when I ask them for something they need to correct. \n\nFor this year, XXXX, I decided to pay my own homeowners insurance and my own property taxes. I wanted to avoid having an escrow account due to the fact that since my mortgage has been with Freedom Mortgage the monthly payment went up several times throughout the years. When I would call Freedom Mortgage to ask why they ( automatically ) raised my monthly payment they would inform me that my escrow account was short so they increased my monthly payment to cover my escrow account. That made sense ; however, why didnt I receive something in advance of Freedom Mortgage just increasing my rate telling me that I needed to add money to my escrow account so I had the choice of whether or not I wanted to fulfill the escrow account shortage by increasing my monthly payment amount or sending extra money to Freedom Mortgage to put into my escrow account? I found this practice to be egregious and incredibly frustrating. \n\nThis is one of the problems I have had with Freedom Mortgage but, it is not what I am writing about specifically today. As I mentioned earlier in this letter, I have an FHA loan with Freedom Mortgage. I explained, as well, about not wanting to have an escrow account. I want to make it clear I do understand that there are instances when the escrow account will need to be replenished due to certain circumstances. My plan for that was, I was going to send Freedom Mortgage extra money, earmarked, for the escrow account throughout the year. I had a plan and a plan that I believed would work until I learned about the criteria for the FHA loan having to have an escrow account. \n\nMy current problem is that Freedom Mortgage owes me {$2000.00}, and will not pay me. They owe me this amount because before Freedom Mortgage told me I had to have an escrow account I had already paid the 1st half of my property taxes which were, {$2000.00}. I paid them online to the XXXX XXXX in XXXX XXXX ( XXXX XXXX, Colorado ). After I learned that FHA wouldnt allow me to pay my own property taxes and homeowners insurance I went to XXXX XXXX XXXX XXXX and spoke with them about getting a refund for my property tax payment I had made for the 1st half of the year. The clerk I spoke with was confused as I told her what I needed because all the clerk saw in her information was that only one payment had been made toward my 1st quarter property taxes and it was the payment, I had made on XX/XX/XXXX. I asked the clerk whether or not Freedom Mortgage had made a payment for the 1st quarter taxes and she said no. This shocked me because I would have thought Freedom Mortgage would have already paid the 1st quarter property taxes being that I was told I couldnt pay them and the taxes were due on XX/XX/XXXX. I believed that Freedom Mortgage should have/would have had my 1st quarter property taxes paid because my loan modification paperwork reflected in the escrow account that the loan included the full amount due for both property taxes and my homeowners insurance premium. \n\nOnce I learned that Freedom Mortgage had not made a property tax payment, I called Freedom Mortgage the same day and began my inquiry as to what was going on with my account. I found out that Freedom Mortgage had paid the 1st quarter property taxes in early XXXX, XXXX. I then found out from Freedom Mortgage that because the XXXX XXXX XXXX XXXX  had received two payments for the 1st quarter property taxes they had sent a refund check in the amount of {$2000.00}, back to Freedom Mortgage instead of refunding me. I can not even speak to why the XXXX XXXX XXXX XXXX  decided to refund the money in the manner that they did because it was easier for me to not even ask the clerk at the XXXX XXXX. I had a fairly good inkling all I would hear from the clerk was ; thats our policy. I certainly can not change county government policy so I didnt even pursue that idea. \n\nWhat I did do is ask Freedom Mortgage to please refund me my {$2000.00}, since they really HAD NOT paid my property taxes and that I had in fact paid the amount for the 1st quarter. I reminded Freedom Mortgage that they told me I COULD NOT pay my own property taxes or homeowners insurance due to the FHA loan requiring an escrow account. The agent at Freedom Mortgage agreed with all that I was saying. The agent was the one who informed me about how things had fallen into place and how my money was now at the XXXX XXXX  and not Freedom Mortgages, as they had been refunded {$2000.00}. \n\nThe agent I spoke with, at Freedom Mortgage on XX/XX/XXXX, told me, after all the crazy nonsense I had to go through to get to this point that, a check was being cut on the XXXX to be sent to me. Because this conversation, with the Freedom Mortgage agent took place on the XXXX, of XX/XX/XXXX, I presumed the agent was confirming a check was being cut to reimburse me for the property tax amount on the XXXX, of XXXX, XXXX. \n\nThe other issue I had thats connected to this debacle is I still need to sign and return all my loan modification paperwork and the due date for my paperwork was XX/XX/XXXX. I was having an issue with the fact that my loan modification still showed I owed the entire amount of escrow due for the year. If Freedom Mortgage did not reimburse me for the amount I paid to the XXXX XXXX XXXX XXXX then my loan modification paperwork was not correct and not only that, my monthly payment would have to come down to reflect the {$2000.00}, that would need to be deducted from the escrow account since I paid that portion of the property taxes and Freedom Mortgage has received their money back from the XXXX XXXX, Colorado, XXXX XXXX Another payment of {$2000.00}, will need to be made by XX/XX/XXXX, for property taxes ; however, that payment is incorporated in the mortgage via the escrow account in the loan modification paperwork. I do not see how I can sign the loan modification paperwork until I am clear as to why Freedom Mortgage will not reimburse me the funds that are owed to me. As of todays date, XX/XX/XXXX, Freedom Mortgage has not made any payment to the XXXX XXXX XXXX XXXX  for the first quarter property taxes due on my property. This would be a non-compliance issue with the Federal Housing Authority I presume as I have an FHA loan and Freedom Mortgage has not done as the FHA requires. \n\nAs of XX/XX/XXXX, I have not been reimbursed for my payment of property taxes. I called Freedom Mortgage on Friday, XX/XX/XXXX. I first spoke to a female agent about when I may expect a check from Freedom Mortgage. It took the female a bit to get up to speed on all the conversations I have had with other agents since XX/XX/XXXX, when I discovered Freedom Mortgage received their money back in lieu of me paying my 1st quarter property taxes. As I was speaking with the female agent on Friday, XX/XX/XXXX, she had to put me on hold ( to search ), call someone to get more information from them about my account ( I have since discovered that when I speak to Freedom Mortgage, I am talking a person, likely working from their home and, the person I speak with always has to put me on extremely long holds while they attempt to call someone themselves to attain answers to THEIR questions ). This ridiculous customer service method left me on hold for approximately 30 minutes. When I realized how long I had been on hold it became apparent to me the female agent was not going to be coming back to the phone call with me. I presume the agent I was speaking with, that was attempting to assist me, was also sitting on hold with some-one to gain more information about my account and the questions I was asking. This is the worst customer service debacle Ive encountered. I of course have dealt with many call centers when attempting to conduct business with other companies ; however, this is by far the most inefficient and least helpful manner of assisting and answering questions for a client I have dealt with to date. \n\nWhen I realized I had been Ghosted I called back immediately and a male agent answered. I gave him all the details about what had just happened with my previous call to Freedom Mortgage. The male agent could see that some notes had been entered from the agent that had never come back to the line on XX/XX/XXXX. I then asked the male agent if he could verify if a check for my reimbursement had actually been readied and sent on XX/XX/XXXX? The male agent went off on a tangent and told me that wasnt the way escrow works and I wouldnt be getting any money back because it was already in escrow. I told the male agent that was not what the previous conversations I had had with other agents had been and that I was told a check was going to be issued and sent. The agent continued to spout his knowledge about escrow, etc. I told the agent that any overages or extra money going into my escrow account IS MY CHOICE. I told the agent that Freedom Mortgage doesnt get to just take the money they were mistakenly refunded from my countys mistake and not make compensation for the amount. \nRecently, I received a letter from Freedom Mortgage reminding me my loan modification paperwork is late and is due. I informed the male agent that I had specifically called Freedom Mortgage and informed them that until this payment issue with the property taxes was resolved I could not send my paperwork in because I had questions about the accuracy of the loan amount. The male agent saw a note in my account that reported I did in fact call Freedom Mortgage and inform them my paperwork would not be signed or returned until this matter was handled. The male agent told me that legally I had to have XXXX of my escrow amount in my mortgage and I would NOT be receiving any money back from Freedom Mortgage. I asked this agent why then was I told by previous agents that a check was going to be cut and mailed to me? The male agent put me on hold to find more information just as the female agent had done in my earlier phone call. And, just as my earlier phone call, I held for approximately 25-30 minutes and then I realized this agent was not coming back to the phone call either! What kind of customer service is this? The total of my escrow is {$6100.00}. The breakdown of the escrow is ; Homeowners Insurance {$2000.00} Yearly Premium Property Tax 1st Quarter {$2000.00} 1st Quarter Property Tax 2nd Quarter {$2000.00} 2nd Quarter TOTAL {$6100.00} TOTAL ESCROW DUE XXXX  Presuming the male agent is correct and I have to have XXXX of the total escrow in my account then that amount would be {$6100.00} divided by XXXX = {$1000.00}. So I would need an EXTRA {$1000.00} in my escrow account. Now, if, as an American citizen living in the XXXX, I believe I still should have control over my own money, as long as Im meeting my contractual obligations, I could make an extra payment of {$85.00} each month for the entire year, and fulfill the requirement of XXXX of the escrow amount needed in my account. That math would be ; {$1000.00} divided by 12 = {$85.00}. However ; because Freedom Mortgage got the advantage over me, by getting the refund from XXXX XXXX of {$2000.00}, Freedom Mortgage somehow believes THEY have the right to keep this excess amount of money and do with it what they want. Perhaps Freedom Mortgage can put the money in that account where an overage of $ XXXX sat for a year doing nothing. Which, youll read about in the next paragraph. \n\nI stumbled onto the fact that Freedom Mortgage had $ XXXX of my money sitting in an account and was not using it toward my escrow account or any other portion of my loan. I believe I discovered this during COVID and when I had to put my loan in forbearance. An agent I was speaking with told me about this amount of money and said it was an overage in my escrow account and Freedom Mortgage was holding the money in case I needed the funds. I had no idea what all this meant. I do know that it would have been nice if Freedom Mortgage had contacted me, via phone or letter, and informed me of this money and discussed with me what it was and talk to me about the best options for applying the money to my loan. Freedom Mortgage did not take that initiative and I dont believe that it is appropriate for Freedom Mortgage to hold a clients money and not give the client an opportunity to use it toward their mortgage. In fact, in my most recent phone call to Freedom Mortgage on Friday, XX/XX/XXXX, the agent I was speaking with on this date told me that Freedom Mortgage is not allowed to keep more than {$50.00} of a clients funds. This conversation arose when I called Freedom Mortgage XX/XX/XXXX, inquiring, again, about a check being sent to me for the property tax payment I made in XXXX of this year. \n\nFreedom Mortgage had approximately {$1900.00} of extra money that I found out about accidentally ( I had no idea it existed ). An agent I was speaking to in, I believe XXXX, told me about this extra money that Freedom Mortgage was holding for me in an account. I asked where did the money come from, why was it sitting in an account, what kind of account was this money sitting in and was it earning interest for me? Was the money earning interest for Freedom Mortgage? The agent told me the money was just sitting in an account in case I needed it for my account and, no it didnt earn interest and, no Freedom Mortgage didnt earn interest on the money. I asked the agent what that even meant. How could I use my money from this account if ( 1 I didnt know anything about it, ( 2 Freedom Mortgage had control over the money, ( 3 Freedom Mortgage would not refund the money. Somehow the conversation went to ; the amount of money was going to go toward the past escrow I owed. Okay, why didnt it get explained that way in the first place instead of leading me to believe I had a credit of {$1900.00}, laying around in some account at Freedom Mortgage? \n\nWhile talking most recently, XX/XX/XXXX, with a Freedom Mortgage agent, when I called about a refund check for the property taxes I paid, the agent informed me that Yes, there is a check waiting to be cut in the amount of $ XXXX dollars for me ; however, Freedom Mortgage will not send me the check until my loan modification paperwork has been signed and returned. The agent told me that because my account was in loss mitigation Freedom Mortgage would not send the check. The agent told me that because I was $ XXXX BEHIND on my mortgage I had to return the loan modification paperwork soon or the offer from Freedom Mortgage would expire. \n\nI told the agent that until I am made whole by Freedom Mortgage for the amount of money I paid for the 1st quarter property taxes I could not sign the loan modification paperwork because the paperwork showed I still owed the full amount of yearly property taxes and that the numbers on the loan modification paperwork were incorrect. The agent was extremely confused and what do you know, I was put on hold, again, as the agent herself attempted to seek out information about this check she saw waiting to be cut and sent to me and me having an issue with the loan modification paperwork. \n\nI again was on hold for over 30-40 minutes ; however, I want to give this agent from the XX/XX/XXXX, call huge kudos because as I sat on hold this agent had the courtesy to continue to come back on the line, as I sat on hold, to let me know she was still attempting to find an answer for me ( this is when I learned that Freedom Mortgage doesnt really have a large office with people working in it to help their clients. Freedom Mortgage spends no money for appropriate customer service and makes their own customer service employees have to sit on hold for far too long when they are attempting to help a customer ). The agent from XX/XX/XXXX, stayed in communication with me through her own frustrating time on hold and did an excellent job at getting me the best answer possible. Freedom Mortgage should give this particular agent a huge gold star for her ongoing and continuous customer service even though she had to sit on hold as long as I did. When the agent from the XX/XX/XXXX, call was finally able to acquire information on my account and come back on the line with me she, again, informed me that the XXXX Department ( the one person she spoke with that has more authority than she did ), informed her that until I submit my loan modification paperwork Freedom Mortgage is going to ( continue to sit on MY money and hold me XXXX ), which is over {$50.00}, until my paperwork is received. So, virtually, I received the same answer, just a different day and a different agent. Yet, no one at Freedom Mortgage will listen to what I am saying about the loan modification paperwork not having the correct amounts on it for this year. \n\nIve purchased XXXX  houses and I have never had this much trouble with any of the mortgage companies I worked with in the past. I never had surprise increases in my monthly payments from shortages in my escrow account. I never had to hold for long periods of time on the phone only too be left sitting for up to 45 minutes. I have never had to have so many conversations about the same subject with, I cant even begin to count, how many different agents, and still have no resolution to my problem and/or questions. Or worse all the different conflicting answers I continually get from every agent I speak with at Freedom Mortgage. In fact, throughout the years of home ownership, not until Freedom Mortgage, did I really ever talk to any of the other mortgage companies I did business with once I signed on all the dotted lines and had final purchase of my home. Why? Because I didnt have trouble or questions all the time about what the heck was going on with my account. \n\nCan your department help me with this issue? I had to put my mortgage into forbearance during Covid because I lost my job and I am still struggling to find employment and make my mortgage payments. I am, currently making my mortgage payments, on time, as they show on the loan modification paperwork. \n\nI took some time to look up some information online about Freedom Mortgage today because I wanted to see if its just me that is having difficulties with this company or if other people have had problems with this company too. I found the following ; XXXX gives Freedom Mortgage XXXX out of XXXX stars, based on XXXX reviews. In XXXX, the Consumer Financial Protection Bureau fielded XXXX complaints about Freedom Mortgage loans. The most common complaints involved trouble during the payment process and applying for a mortgage. XXXX, XXXX, XXXX I am sending copies of this letter to the ; Consumer Financial Protection Bureau The Attorney General of the State of New Jersey ( Along with a completed complaint form ). \nOffice of the Comptroller of the Currency XXXX XXXX XXXX XXXX Federal Housing Authority XXXX XXXX XXXX, CEO, Freedom Mortgage Perhaps your department or, one of the agencies I listed above, will have more luck in getting Freedom Mortgage to stay on the telephone long enough to get answers that are consistent and have some content that makes sense as to why I can not be refunded my money. Also, an answer about a revision of the remodification paperwork reflecting that Freedom Mortgage is overcharging me in my escrow account if they are unwilling to refund my money. \n\nI apologize for the length of this letter ; I hope it is understandable. I admittedly do not have full knowledge of how mortgage companies operate. This is why I am reaching out to your department. I need to understand why this is happening and if it is okay to be happening. My name is XXXX XXXX and I can be reached by email, XXXX, or by phone ( XXXX ) XXXX. My mailing address is XXXX XXXX XXXX XXXX, XXXX, Colorado, XXXX. \nI am sending a copy of my property tax coupon from the 1st quarter where you will see the confirmation number I received after making the payment Sincerely, XXXX XXXX XXXX \n\nc : Consumer Financial Protection Bureau The Attorney General of the State of New Jersey Office of the Comptroller of the Currency XXXX XXXX XXXX XXXX Federal Housing Authority XXXX XXXX XXXX, CEO, Freedom Mortgage P.S. Complaints about Freedom Mortgage are enclosed.","date_sent_to_company":"2022-05-24T20:30:55.000Z","issue":"Struggling to pay mortgage","sub_product":"FHA mortgage","zip_code":"80601","tags":"Older American","has_narrative":true,"complaint_id":"5597051","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Freedom Mortgage Company","date_received":"2022-05-24T20:02:42.000Z","state":"CO","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I told the agent that any overages or <em>extra</em> money going into my escrow account IS MY CHOICE. I told the agent that Freedom Mortgage doesnt get to just take the money they <em>were</em> mistakenly refunded from my countys mistake and not make compensation for the amount. \nRecently, I received a letter from Freedom Mortgage reminding me my loan modification paperwork is <em>late</em> and is due."]},"sort":[8.134184,"5597051"]},{"_index":"complaint-public-v1","_id":"3395793","_score":7.773179,"_source":{"product":"Student loan","complaint_what_happened":"Official Navient Complaint Student loans for accelerated BS program at XXXX  XXXX University went into repayment on XX/XX/XXXX. \n\nAfter receiving notice my Student loan grace period was ending soon, I went online on XX/XX/XXXX to the FAFSA website to find re-payment options. \n\nI was confused and intimidated, I filled out the IDR plan application and used the IRS data retrieval tool to submit the required support documents, I allowed FAFSA to choose the best payment plan option for me. \n\nThe very next day, XX/XX/XXXX, I received a bill for {$350.00}, due to my service provider, Navient, on XX/XX/XXXX I felt panicked. My poor financial state and lack of consistent income was not something I saw ending in the near future. I thought maybe my application had been processed, and this was the best offer I was going to get. Desperate, I contacted my service provider Navient, that very same day. \n\nI tried to describe my situation to the Navient representative who answered the phone. I wanted to know if she knew the status of my application and asked her to advise me on my options. \n\nBecause of my own ignorance, and overwhelming intimidation at dealing with this large loan, while in such a horrible financial state, I trusted that with the detailed information I offered, I would be given the advice that would help me to pay my loan, and that my best interest would be considered. \n\nI cant paraphrase the conversation, as it was a long time ago, but I asked a lot of questions, and my take away from the suggestions offered was that the IDR plan was a bad choice and given my situation, the lowest paying option would be the graduated repayment plan. ( Now that I have taken the time to better understand the whole student loan situation and the options, I realize how the graduated option, was neither the cheapest payment/month and was the absolute worst option possible. ) Wanting to get a plan in place, I took the Navient Rep advice and was enrolled in the graduated payment plan, on  XX/XX/XXXX. My first payment would still be on XX/XX/XXXX, but the amount would be {$120.00}. \n\nEven though in XXXX, Navient had sent confirmation that they knew my email had changed, most of the emails they sent, often used my old email address. Because I thought the phone conversation was reliable, and the information I was given had included the IDR plan options, I had not expected that on XX/XX/XXXX, I would receive an email notifying me that I was accepted into the REPAYE plan, and my monthly payment would be {$00.00} ... so I had no knowledge of this. \n\nI didnt know that the reason my XX/XX/XXXX bill was {$0.00}, because I had been accepted into the REPAYE plan, and when my XXXX  bill was also {$0.00}, again I panicked, thinking I had made some huge mistake. \n\nConcerned about the {$0.00} bills, I called Navient on XX/XX/XXXX. I did not understand what was going on and knew that interest would be a building issue. Confident that the advice given to me by the Navient rep on XX/XX/XXXX was valid, and without the knowledge of the aforementioned change into the REPAYE plan, my concerns continued to build. Again, I turned to Navient for helpful advice. \n\nOn XX/XX/XXXX, I called Navient. The rep did little to clarify my options or defining my, then-current, repayment status. Not realizing that my interest would be capitalized, or that I was choosing to opt for the REPAYE plan benefits, that may have helped me to avoid huge penalties, I have suffered, I agreed to re-enter the graduated repayment plan.\n\nThe graduated plan is in no way a smart move. My best guess is that it exists for people who need a lower payment, that does not qualify for any of the IDR options. Now that I have educated myself on payment options, pushing me toward this option is ethically questionable. I thought they were trying to help.\n\nThese practices alone are deplorable, I would think that at some time, my desire to pay my bill, would encourage some ethical support from Navient, but I have lost any hope of that happening, as every time I trust them to act with integrity, I get taken advantage of. \n\nI was paying the XXXX month in the graduated repayment plan and there be little or no change in the principle for months at a time In XX/XX/XXXX, I took on a contract delivery job to help in my still desperate financial situation. The delivery program had a deal with a rental car service that allowed drivers to rent cars at a discounted rate. But even with a discounted rate, simple math made it clear that monthly car payments and insurance would be cheaper than what I was paying out in a month for rentals. Plus, I couldnt get a parking pass for a rental car, and I got more than one parking ticket. \n\nThat said in XXXX, I had to ask Navient for a deferment, ( hindsight- if I would have stayed in the REPAYE plan I would not have had to ask for the deferment that is just one of the stresses that I would have forgone, had just one person listened to me, my situation, and cared enough to better inform me. ) When I got hit with my interest being capitalized a third time, this time for $ XXXX, in XX/XX/XXXX, the intimidation I had for the loan program was replaced with my personal survival and learning how to stop my credit situation from taking over my life. \n\nMy first plan of action was to dent the principle that even though I had been paying on these loans while I was still in school, never seemed to decrease, only increased at times of capitalization. \n\nI was paying the total I owed every month, when I looked at my loans, ( 6 of them ), in detail, I realized that depending on what day of the month I paid my bill, my monthly payment may not even cover the accrued interest on the account, much less contribute to my principle. \n\nI became hyper-vigilant and dedicated a notebook to record my every payment, starting in XX/XX/XXXX. The way that Student Loans are designed, they make it impossible to get ahead of it. I have had loans in the past. Now that I understand the dynamic, I may have never gone back to school. Even if I pay more than I owe. I get charged interest every single day, and they will not apply the overpayment to future interest. It is scandalous. But that is my fault I just wanted to go to school, I shouldve been more cautious.\n\nI finally cracked the code, even if I couldnt afford it, I started paying a little extra to reduce my principle. Sometimes it would only be a dollar, sometimes, I couldnt afford it, but I made sure that I at least covered the interest owed at the time of payment. It was a lot of work. I would have to go to the website, figure out the minimum payment due for each loan, make sure that was covered, and then figure out the interest, etc. \n\nIt was going great, but then I quit my part time job in XX/XX/XXXX, and now I was forced to educate myself on the IDR repayment plans, as I had heard ads that there were options for people in my situation. \n\nIt took a while, but as I understood it the REPAYE plan was ideal and suited to someone in my exact situation. On XXXX, I went to the fasfa website, this time confident of my intention and eligibility. I again used the IRS data retrieval tool to submit the required documents. \n\nI was devastated to see that I had been enrolled in that program in XXXX of XXXX, and until that moment had not realized that I had ever even actually been enrolled in that plan. If anyone had told me, it was not something I understood. I took a closer look at my loan history and saw that I had in fact suffered capitalized interest on XX/XX/XXXX, after the phone conversation with the Navient rep. \n\nNavient had put me in the graduated plan, but for some reason, the FAFSA website was telling me I missed the XXXX deadline to update my information for the repayment plan. I was furious. Some of this is my fault for allowing my ignorance to encourage me to procrastinate and deny that I needed to get a handle on this part of my life ; but I was in shock that Navient, and even worse, the government would allow these horrible business practices. \n\nI started going over my loans with a fine-tooth comb and found more than one issue that I felt needed to be addressed. Besides the issues I saw with past instances I was concerned that I had not yet received confirmation of my approval for the IDR repayment plan I applied for almost a month before. So, on XX/XX/XXXX, at XXXX XXXX  PST, I called Navient and spoke with Navient employee # XXXX, who told me that I should address my disputes in an email and send it through the Navient website. \n\nI sent an email through the website portal, which is the only way to communicate online. It is important to note here that I do not receive a record of the documents that I send to Navient, and the docs they send are only available for 8 to 12 months. I have kept my own record of correspondence but given there is a sent folder that is supposed to store my messages to them, that never reveals my communication, it is more than discouraging, it is shady. One time I even asked for a copy of the correspondence I sent them, and they refused to send them to me, I have a record of that communication as well.\n\nMy application for the REPAYE plan was approved on XX/XX/XXXX, the same day as my phone call. Which makes me think that they wouldve just continued to ignore it until I mentioned it. My IDR plan would start on XX/XX/XXXX, in the amount of {$55.00}. \n\nIn the many issues I have with Navient, there was one regarding the failure to note payments made on XX/XX/XXXX and XX/XX/XXXX, as they were shown paid out of my checking account but not reflected in my account payment history. I did see that there were refunds issues close to those amounts and dates. I have a number that identifies this issue. \n\nThe reply I received to this issue was astonishing. I was told that Navient is required to apply the payment to the principal balance that was disbursed in the last 120 days if certain conditions were not met, ( then they list the conditions. ).\n\nThe problem with this excuse is that I made a number of payments within 120 days of disbursements, while in school, yet this was the only time that they followed through on this requirement. Its like they pick and choose whatever they want to do whenever they want to do it. It isnt right, its confusing, and they are being careless with peoples lives. Further, they give minimum effort and do the very least possible when correcting the huge mistakes, they made. \n\nOn XX/XX/XXXX I wrote Navient about this issue in careful detail, and on XX/XX/XXXX, I called Navient at XXXX XXXX, in response to a voicemail, that said I should contact, a specific person, at a specific extension, to address my many concerns. The voicemail was left at XXXX XXXX, earlier that same day. When I called, I got a recording that said to leave my name and number, and someone would call the next day. \n\nOn XX/XX/XXXX, after I had not received a callback, I called at XXXX, XXXX, and one more time a few minutes later, always greeted with the aforementioned recording. \n\nFrustrated with not only the past payment issue, but also with the fact that I now have received my bill due in XXXX, XXXX, and XXXX, and the amounts due were not the {$55.00}, that the REPAYE acceptance letter had promised, rather almost double. The amounts due on the printable account information from the website, didn't match the amounts requested in emails from Navient and both were more than the {$55.00}. \n\nI called the regular number for Navient and talked to XXXX. His first comment was, your account is all over the place, not super-encouraging from a financial institution that holds my loan. He put me on hold for a bit and came back to tell me that a regular agent, such as himself, could not help me. That my issues had been escalated to an XXXX case agent, he didnt know what XXXX meant, unlike the regular line that was open later, this special department closed at XXXX  XXXX. \n\nOn XX/XX/XXXX, XXXX, the same agent that I had been trying to reach, called at XXXX XXXX, I was busy and said I would call her back at the number she gave me. When I called the number at XXXX XXXX, I kept getting a recording that said the number I was calling was not a valid extension. I tried 6 times. I finally waited for the next available agent. \n\nI finally got a hold of the right person. I brought up my issues. She offered to go back and apply all my payments as refunds, after telling me there was no chance that I would be worse off for having her take this action. She assured me it could only be better. I told her to do it, ONLY if there were no consequences. It was clear that I wanted no more surprises or shady dealings. Additionally, when I mentioned the conflicted payments amounts from printable account information, emails, and the {$55.00}. She was surprised and wanted to know when I received the {$55.00} quote. She had also included student loans that I had paid off from XXXX in the totals she was quoting me over the phone. It was clear my loans were being carelessly managed. \n\nDuring the same phone call, I requested specific information to be mailed, including subsidy information and asked for a follow-up phone call. I received neither. After she applied all my payments made while in school as refunds, the capitalized interest from coming out grace increased by {$100.00}. Her promise that I would not be paying interest was not true, and I paid as much if not more interest due to the change. \n\nI dont see where I was really benefited, and it may have made it worse. Moreover, the numbers in my payment history are allocated a bit differently. I don't see that my fees were refunded, and because they backdated my payments to the date when the money was disbursed, the interest that accrues daily is sky high when the first payment not processed as a refund is received, so my whole payment gets put toward interest. \n\nAfter realizing that no matter what, Navient will abuse me, I have spent so much time making sure that I don't get taken advantage of. Altogether, I have spent hours, weeks, months, trying to figure out how to get ahead of this. It has taken me over 3 hours just to sit down and draft this letter. It is astonishing that these practices are allowed in a civilized society. I have given Navient the benefit of the doubt and every time I think this time will be ok, it is not. \n\nIn this complaint process you asked which of the following choices best explains my issue. I wish I was able to choose multiple answers. In addition to what I have included so far, a recent review of my credit report shows incorrect information from Navient. I am not even going to bother notifying them, because I have wasted enough of my time trying to get them to do the right thing. \n\nI know this is lengthy, I tried to keep it to the point. Please contact me for any clarification.","date_sent_to_company":"2019-10-04T08:57:25.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"94609","tags":null,"has_narrative":true,"complaint_id":"3395793","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Navient Solutions, LLC.","date_received":"2019-10-04T07:46:33.000Z","state":"CA","company_public_response":null,"sub_issue":"Received bad information about your loan"},"highlight":{"complaint_what_happened":["<em>Please</em> contact me for any clarification."]},"sort":[7.773179,"3395793"]},{"_index":"complaint-public-v1","_id":"3721533","_score":7.4367223,"_source":{"product":"Mortgage","complaint_what_happened":"To whom it may concern, I am writing in regards of the treatment my husband and I have received by a Chase lending advisor. Here is my Loan Number : XXXX if it`s helpful to find me in the system. The lending advisor`s name is XXXX XXXX XXXX XXXX XXXX. We were doing the loan refinance process with him and from the very beginning things were messy and unclear, with little detail on his side and overall very vague description of everything and left us feel unclear about the steps in the process. \nHe had confirmed closing costs of {$5000.00} on an email and refused to correct this in the initial disclosure as he described that the final and corrected amount will be reflected in the final disclosure documents. It felt like a lengthy process, which we had started on XX/XX/XXXX, when we first signed the disclosure, and we were informed of the final approval on XX/XX/XXXX. As expected the closing costs were different from what we had prepared ourselves for, which involved him having to make corrections to match the {$5000.00}, which we had agreed upon. I had his confirmation in writing, otherwise I sincerely doubt he would have honored it. And here I would make a note, that he mostly liked talking on the phone and when I insisted on having something important as numbers or confirmation in writing, he would oppose and prefer to just call. Well, most of the time he either doesn`t remember things, or conveniently says so, but for the sole purpose of having a peaceful mind that I have a backup, I preferred to have things in writing. This is a good example of a situation where had I not have it in writing, he wouldn`t have honored it, and I am assuming it because he asked to see my emails before he confirmed he would honor this amount. \nI am writing the above just to give a little background of the situation. The thing I am mostly hurt and take issue with is his attitude. The evening, in which we were discussing the final disclosure- XX/XX/XXXX, we addressed the closing costs and that he had not corrected them as we had agreed upon in an email from XX/XX/XXXX. He agreed it was missed on his part ( only after seeing the proof of his confirmation in an email correspondence ) and he will revise the documents. However, the conversation felt as if we had been judged. The difference of the mistake on the closing cost numbers was roughly around {$250.00} and he kept referring to our actions of trying to have this adjusted to what was promised back in XXXX as nickeling and diming. His words were : Guys, you are nickeling and diming here. What I take issue with is that his words sounded very judgmental, categorizing us as people, who are paying attention to such a small amount of money. I feel like this is none of his business and moreover if it`s such an insignificant amount, why not come out of Chase, but has to come out of us especially being his mistake. I do believe that no matter what value one may attribute to something it could hold a different value to another person, and it is not his place to attribute value to my money according to his perspective. Another point I take issue with is that he emphasized on the fact that we had lost his assistant XXXX`s time the day before, and he repeated it on 2 separate occasions. Here is what happened with XXXX, I would really like to explain as this sheds light on another issue. XXXX called me on XX/XX/XXXX at XXXX pm. The phone call lasted XXXX minutes and I have a screenshot of that. This leads me to believe that XXXX had complained that we lost her time and that also leaves me with a bad impression as it gives me the feeling we have been discussed between these individuals in an unprofessional and gossiping manner. A little insight of the conversation with XXXX on XXXX XXXX she called me to inform me of the fact that we have been officially approved and to schedule a closing date. My initial impression was this was all that the call was going to be about as we had not have any documentation sent to us at that point. We agreed upon a date for closing and XXXX started throwing numbers at me. Different amounts of different charges, such as title cost, insurance, fees etc. I was really not prepared as I had no document in front of me to be able to follow her and I informed her of that. She said the document will be sent to us to view sometime the next day. I never wished to discuss anything regarding numbers with her that day especially when I did not have a document to look at and all I could do was just listen to her mentioning long numbers. The reason I am describing this in detail is to explain that in contrast to what apparently XXXX believed was a loss of her time and I was to blame, it was never my intention to discuss detailed information without being able to prepare myself. If she XXXX started addressing the numbers I would`ve never asked her to go into such detail. I felt really offended when I found out by XXXX that XXXX was complaining I had lost her time. \nAt the time I was in between employments and apparently had additional verification of employment on a day that I was technically unemployed. The phone call from XXXX XXXX XXXX XXXX came on XX/XX/XXXX around XXXX and he was furious and rude. He kept throwing accusations at me, saying things like : you lost both mine and XXXX time when you knew you were unemployed, the {$250.00} you paid so much attention to is the least of your problems right now. His voice was so loud and it felt like he was yelling at me. At one point I had to tell him that he is very rude and I am not allowing him to talk to me in that manner. He then apologized and said sarcastically : I am a XXXX, it`s the way my voice is, it`s not that I am yelling, it`s just how it is, ask my parents. The whole sarcasm of that particular phone call was so unnecessary. It really felt as if he was delighted by being given a chance to somewhat get at me for the lost time or whatever grudges he may have been holding against me. He was really unprofessional and talked to me in a very rude manner. I am hoping you are recording these conversations so you could hear it. He spoke/yelled to me in a condescending manner, making me feel like the lowest of the low for the fact that I had been laid off in such an unprecedented time, where people are struggling all over the world, mocked me for the {$250.00} being the least of my worries right now as if some evil force was over me. This is the highlight of my bitter experience with this person. \nAfter I sent XXXX my work offer on XX/XX/XXXX, he had told me it will take about XXXX additional days. I am writing this update XXXX XX/XX/XXXX and I still have not closed the loan. Like I said previously, one never knows what he possibly means when he expresses himself. If I look at it from the perspective of the 4 days being business days it is still way past this amount of time. My initial impression is cemented by this, once again, vague description of what to expect next in the process. It is never clear. Today, only after my request for an update XXXX informed me that the one thing they are waiting for is the confirmation from my employer. My colleagues checked all emails, spam folders, faxes etc, there was nothing received. I am simply thinking, had I been waiting without asking for an update, when would she have thought of either follow up with me or attempt to resend the request. Another thing that bothered me is that I emailed her asking for this update at XXXX am and her reply came at XXXX pm. After also calling her phone number, leaving a voicemail with no return call, I just imagined she had taken a day off. Clearly this was not the case, she simply gets back to me with delay. In her email she says : \" We will need to extend rate as it expires today. '' To which I replied asking her to elaborate as I have absolutely no clue what this would mean and in what ways financially or possibly timewise it would affect me. Turns out from her next email there may be a charge for this extension. Mind you this was the first time I ever heard of this even being a possibility, and when do I learn I will possibly be charged extra- the day of expiration. How convenient. Had I not reached out to ask for an update, I wonder if they would have even told me the rate is about to expire. To my further questions, asking for clarification and what to possibly expect with this extension of the rate, XXXX replied in a typical vague fashion, telling me he will call me the next day to go over options. After having the experience of learning things last minute my mind started racing and I had scenarios in my head that what if by options he meant conditions will change altogether, meaning rate and closing costs etc. He later clarified with assistance of management they will try to extend without further cost for us. However, I am especially irritated by the whole method of communication being so unclear. I called XXXX XXXX additional times that day. One of the times she hung up on me on the second signal. The last time she hung up as soon as the first signal. It was clear her phone was not off, but she was hanging up. \nXXXX XXXX emailed XXXX XXXX XXXX ask for an update. Also had called her cell phone. A little background on this- she used her cell when she was calling me previously, so I had saved it to my phone in case I ever needed to contact her. I used the same number I saved to reach her and she replied to me ( As seen on file Capture 1 ) with I also received your voicemail on my cell phone. Please call me on my office line if you have any questions.. This was very rude, because if she ever used her cell to reach out, s he shouldn`t be surprised people are using that phone number to reach her. And she emailed me, never called back. The way she specifies how she had received my voicemail, while not returning a call is rude. I am really at the final stage of dealing with these people and not want to tell them this to their face, but it is a torture to work with them. She never gives an estimate. I had emailed asking what`s the estimated time for the process to come to a final stage, and she said they were currently in about 72h underwriting. This was on XX/XX/XXXX. I guess this is partially my mistake for not specifying that my question meant how much longer total until we can go to closing and the way she responded was more like answering the timeframe for a stage of the underwriting. \nOn XX/XX/XXXX I received an email from XXXX, confirming that we can proceed with closing and she informed me that we will not receive a closing date and time and view the closing disclosure until we can schedule an exact timeframe. I informed her of when my preference would be and she replied that they are currently waiting for my husband`s employment confirmation from HR. The amount of closing cost that XXXX gave me in the email was {$5300.00}, which is with {$300.00} more than what XXXX and I had previously discussed. XXXX called me after close to XXXX from my initial phone calls, voice messages and a text at XXXX, he called at XXXX am. He informed me that closing cost is {$5000.00} and money owed at closing - {$5300.00} because it consists of the {$5000.00} plus interest. I asked what is the {$85.00} charge for and he said it is for extension of the rate. He angrily and in his usual way of communication with a raised voice told me that he had to extend the rate twice and that instead of me being appreciative I am finding issues with this. And he said in his ironic fashion I didn`t think this would be such a big issue, referring to the {$85.00}, making it sound like it is insignificant. Well, it could be insignificant, but my issue is not with the money, but with the attitude. I told him that it is not a big issue, but it is still an issue. And that I simply had a question because I did not know where the {$85.00} was coming from. I expected my questions to be answered without ironic remarks. I still do not agree with the charge of {$85.00} because when we spoke in early XXXX, to my question if the process will take as long as it had so far, he replied that it would take around 4 days in addition. Well, it took close to 40 days since then. If he is saying that my rate extension charge of {$85.00} is something I should owe, how about him giving false estimates. If we really fit into the timeframe that he initially gave, maybe this charge of {$85.00} wouldn`t have been owed. I have been always polite with him and have talked to him with respect, and sadly did not get the same in return. He blamed me for not being happy and no matter the time they spent on my loan application, I was always ungrateful and in his own words this loan is not going to get us a trip to Hawaii. I don`t know what he was trying to accomplish with being sarcastic, but the way I take his comment is that my business is not giving him enough $ and implying I am a difficult customer, who on top of all his efforts is still unhappy. I informed him that I am not happy about his attitude and the way he raises his voice at me and I will try to have as minimum communication as possible with him until closing. The one thing I give him credit for is the fact that he was available almost all the time. However, I respectfully asked before calling if it was a good time and made sure to honor his best available time as well. For him to imply that I was bothering him with questions and that they as a team spend so much time for my application, and not getting a trip to Hawaii in return was a tacky thing to say in my opinion. Overall, I just wish I had gone with another lending advisor and I even worked with XXXX XXXX, and I am sad I did not proceed with him, but chose XXXX as being local. Well, I at least learned where not to go for the future. \nWe have closed our loan finally. I had asked XXXX manager- XXXX XXXX to step in and she approved myself to be refunded the amount of XXXX. She agreed to it and said she had approved the refund and that XXXX was the one to make it. We spoke on XX/XX/XXXX. At that time she said it will take approximately 5-10 business days. She informed me in her last email that the refund was approved. I find this an odd thing to say- I am not asking if it was approved or nor, I am asking why is it still not reflecting in my credit card. Being approved, but apparently taking so long is not helpful. We all know that if I am late for a payment of my credit card I will automatically be charged a late fee. I find it really offensive for the bank to take an opposite approach to this when it comes to refunds. I am writing today- XX/XX/XXXX and have not received any refund yet. I followed up with her on XX/XX/XXXX and asked for an update, to which she said it has been approved. This is the only thing she said and she did not reply to my email asking why it`s past the 10 business days and how much longer I should wait. The other thing I`d like to request is the fee for rate lock extension of {$200.00} to be refunded to me as well. XXXX never informed me of exactly how much this fee would cost. He mentioned a fee of {$85.00}, which I never saw on the documents, and I am guessing this {$85.00} he was referring to is actually the {$200.00}, which Is what my fee ended up costing in the end. After obtaining the disclosure I then asked where exactly in the documents the specific fee of {$85.00} was displayed and he couldn`t point out. Then I asked him to walk me through and opened the lock in agreement and was looking for the amount of {$85.00} and could not find it. Then he said that it is not {$85.00}, but {$600.00} and he took care of some of it. I then asked where in the document the amount of {$600.00} is displayed and he kept going back to state that my closing costs were a little below {$5000.00} as agreed and he kept avoiding my direct question. I kept going back to it because it bothered me the way he emphasized on the fact that I had signed the documents and was referring to it like it`s something I signed and do not remember. But it was clear that when I had a question specifically related to the dollar amount of the fee he could not answer. Because there is none and this is the fact. To my question why I was not informed of the need for the fee to be extended he arrogantly said that it is something I had signed and should know myself and it`s not his duty to remind me. Like I previously said- I do not see the need to be charged anything for it to be locked since 1.XXXX never informed me of the exact amount, 2. The documents pertaining to the rate lock extension fees contain {$0.00} in the fee section and 3. It was the bank`s timing causing everything to take so long and way past the initial expectation. \n\nI am attaching screenshots of conversations with the above mentioned bank employees and anything relevant to my claims so you could get an idea of my ordeals. Mostly showing that it was really hard to get any written information from the lending advisor and I had to follow up numerous times. Thank you for taking the time to review my complaint. \n\nSincerely, XXXX XXXX","date_sent_to_company":"2020-06-29T21:17:15.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"60007","tags":null,"has_narrative":true,"complaint_id":"3721533","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2020-06-29T21:03:09.000Z","state":"IL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I have been <em>always</em> polite with him and have talked to him with respect, and sadly did not get the same in return. He blamed me for not being happy and no matter the time they spent on my loan application, I was <em>always</em> ungrateful and in his own words this loan is not going to get us a trip to Hawaii."]},"sort":[7.4367223,"3721533"]},{"_index":"complaint-public-v1","_id":"5739845","_score":6.3071804,"_source":{"product":"Mortgage","complaint_what_happened":"This was a difficult complaint to write because there were quite a few people involved and several complaints to be addressed. And I appreciate you being understanding and trying to filter thru them. I can only tell you what has happened to me and ask for your help to correct things for me and make sure it does not happen to other people. I have so many emails and other bank statements if you need them. I only ask if something is challenged then please give me a chance to do the best I can to present the evidence to back up my side. I am one small person trying to present my case. \nThank you very much. XXXX XXXX XXXX Complainant -- XXXX XXXX XXXX My attorney -- Attorney XXXX XXXX Attorney that First Citizens uses in SC to do their foreclosures - Attorney XXXX XXXX XXXX and Attorney XXXX XXXX XXXX XXXX -- according to his email Business and Retail Credit Resolution XXXX XXXX -- never got a return email to know what his title is but I believe it is Region Business Executive I am XXXX XXXX XXXX, a XXXX XXXX XXXX woman with back problems from an accident that was not my fault. First Citizens Bank and Trust has my loan. I did not choose this lender, my mortgage loan shifted to them when XXXX XXXX XXXX sold out to them. First Citizens Bank and Trust exhibits a pattern of behavior towards their customers that is very upsetting. If you look at the blogs, the common theme is that First Citizens Bank and Trust tends to ignore you any time you try to communicate the problem you are having and reprimand you for asking any questions and then make you feel like you caused the problem. If you try to reach out to other departments for help they try to make it seem like you are causing problems when you are simply trying to resolve your issue. I can only surmise that they hope the end result is they outlast you. This is a very poor business practice and doing this to the elderly and the XXXX is really probably criminal. By ignoring the client, it makes the client have to go on a hunt for the truth yourself and then in turn the bank can criticize you for making phone calls and writing to get the answers you need because they have ignored you to begin with. The term Gaslighting comes to mind. \n\nXX/XX/XXXX I was involved in an accident not my fault and because of covid it is still not resolved. \nXX/XX/XXXX I let my mortgage company know I was out of work for a little bit and why. \nXX/XX/XXXX The Pandemic hit and it effected my business completely. I was an adoption consultant/paralegal and I am not able to get in the Dr , offices or the hospitals. Frightening that your business of 30 years could just disappear almost in front of you Every week I communicated with First Citizens and asked about Covid. Never got a clear answer but I assumed when they were so nice and listened then said that they would make a note and put it in my file that meant that with Covid they were working on a solution. From what I read all the mortgage lenders were working on it so I did not worry, this seemed normal. I read that the mortgage companies were going to help with Forbearance, I knew they must have so many people effected that it would take time. I did not realize I had a type of loan that was called an \" In House '' loan. This loan is not federally backed which I had no idea meant that the bank could do whatever to you, or not do anything for you through the Cares Act. \nIn XXXX. During that time I made as many payments as I could, some partial. Always calling or answering First Citizens calls and letting them know my situation. All the while hurting from my accident and totally limited from Covid being able to enter medical facilities with my business. \n\nIn XXXX XX/XX/XXXX I started receiving mail from random attorneys asking if I wanted to do a bankruptcy. I had not even been served anything. But I thought that I better ask for a hardship packet. XXXX in ( Loss Mitigation ) told me she did not know I wanted one. \nXXXX XXXX I contacted one of the attorneys that I worked with and Attorney XXXX negotiated with the attorney XXXX XXXX XXXX and First Citizen Bank and Trust. \nXX/XX/XXXX ( Complaint 1 ) I received a letter from XXXX XXXX thru my attorney that the amount he said I owed was {$18000.00}. ( Letter attached ) This letter listed five categorized amounts that 3 seemed incorrect. ( I just emailed Attorney XXXX XXXX again, whom I have asked repeatedly about these amounts and where they came from. I should be able to ask what these amounts are that I am being charged in The Temporary Repayment Plan including 3 payments beginning XX/XX/XXXX without going thru months of the same emails of me asking for the same thing without being ignored. The latest story I have gotten is that the contact for XXXX XXXX ( independant Attorney for First Citizen ) at First Citizens is out of the office until XX/XX/XXXX and he needs to ask them if he can tell me what his own fees are. They are right there on the letter so why would the attorney have to check with the mortgage company to give me what he charged me for his attorney fees and what he did for those charges. How would the mortgage company know what his costs were?. This is going to make me spend more time and write the Fee Dispute board at the SC Bar. Personally I feel this is to buy time to make up what the charges are for. COMPLAINT ( attached letter of what these charges that I owe. and is supposedly good through XX/XX/XXXX ) This amount also changed by {$840.00} more and was just added onto the Temporary Repayment Plan and again not explained. \nXX/XX/XXXX XXXXTwo times First Citizens violated this law. I even received a letter from First Citizen XX/XX/XXXX in it, it explained the law on appraisals and how there is a copy due to the client 3 days prior to any transaction or closing or dealing monetarily. ( Attached letter of 3 day rule ) How does a mortgage bank send you a letter explaining the law on having to give you your appraisals and then does not give them to you? Who is accountable for making sure the law is followed. \nCOMPLAINT- This one of two appraisals not given to me in the time allotted so I believe this is a habitual offense with other people that should be questioned. ( attached appraisal with mail dated envelope XXXX ) This appraisal was done XX/XX/XXXX and was not mailed to me until XXXX months later, XX/XX/XXXX and only because I repeatedly asked for a copy of this appraisal, First Citizens had this information and actually told me they did not know if they could give it to me. Whoever sent the letter was aware of the law but after that the employees under XXXX XXXX dont seem to know what they are supposed to do. It seems by XXXX XXXX 's example they certainly know how to avoid clients questions and make the client feel as though they are not important enough to ask anything at all or if they do ask then you are made out to be a horrible problem. This is a prime example of them telling me the way they want it to be and I the customer, am just supposed to go along with it and not speak up for myself. I hope that whoever is over enforcing this law will make an example of First Citizen Bank and Trust. This appraisal could have aided me in putting together the Hardship package if I had had it for the Temporary Repayment Plan ( attached 3 pages ) and beginning payments XX/XX/XXXX {$6300.00} / XX/XX/XXXX $ XXXX XX/XX/XXXX {$6300.00}. After my accountant asked for it, this agreement showed up at my attorneys office 2 weeks after the first due date of XX/XX/XXXX, Supposedly it went to the wrong email address of my attorney, they did give me a 2 week grace period, to fix this but here again they just do whatever they want to, also in it, was 3 incorrect payments amounts, my accountant had to line thru them and write in the correct amounts. \n\nAnother complaint on XX/XX/XXXX I asked for a detailed loan history and received it from XXXX XXXX XXXX. However, when I asked them, they, like my accountant could not explain the charges. One of them was {$800.00}. for an appraisal {$450.00} for an appraisal another {$450.00} for another appraisal. We thought that this might be part of the charges from XX/XX/XXXX letter, number 3 labeled Corporate advances in the amount of {$5000.00} on the letter listing the charges from the attorney XXXX XXXX. But when I called XXXX XXXX XXXX they were very nice but they could not figure out the charges either. They tried several people and finally got someone in Loss Mitigation and she insisted that I was not charged for any more appraisals, even though it was right there in front of us. And it was on one of my monthly statements XXXX ( attached a copy of monthly statement XXXX ) it showed as an appraisal charge. On that same statement it has legal fees showing as {$3100.00} which is much different than Attorney XXXX XXXX 's {$1300.00} on the letter ( attached First Citizen Monthly statement XXXX ) Another statement reflects a charge of {$1000.00}. of interest taken on XXXX ( 4days after the closing ) I certainly hope the bank has not collected interest in advance. I am not sure but I believe that is some sort of infraction. ( attached First Citizens monthly statement XXXX ) The payment History was sent very quickly. I'm not sure who runs that department but they did a good job and at least tried to answer the questions. Which they could not and ended up back at XXXX 's department with hostile employees and no answers. \n\nDuring that last year of not getting ANY help from the bank, My mother passing away, XXXX and XXXX people XXXX XXXX XXXX XXXX XXXX  and arranging to borrow the money that was really more than it should be to pay a sum of money to First Citizens that I nor my accountant are not even sure is correct. Im not sure how much more I can take. \nIn the beginning of XX/XX/XXXX I realized that it was taking longer to get my nerves in my back cauterized due to finishing physical therapy, insurance approval and scheduling. I was not getting any help from First Citizen so I thought I would try to get ahead and do something to make sure I did not have any problems with finances for this year coming and I could concentrate on my health. I knew my neighbor wanted to buy my back acres to the property. So I thought it would be a good thing to go ahead while real estate was high plus cutting my acreage down from XXXX acres to XXXX acres plus my house would be beneficial because XXXX acres and a house is a quicker sale than XXXX if I had something terrible happen and God forbid I had to sell my house. When I am not under a great deal of stress I am normally very good with assessing the best way to move forward but I also need the facts ( appraisals and explanations of what payments are. I keep most everything that is documentation that could help me. I found my old emails and contacted XXXX XXXX, she was Retail Customer support Specialist and she had started the process of reducing my collateral in XXXX. I realized that First Citizen had not released a piece of collateral when I refinanced in XXXX. It took quite a bit of time for them to understand that the collateral ( XXXX acres ) really should not have been held but as long as it got worked out I was not going to say anything. It had taken about XXXX and XXXX years and it was not what I had wanted but it was close and it was done by a XXXX XXXX. He seemed to be an honest man and did his best to explain things to me and be very fair. He is no longer with the bank. First Citizens seems to have a problem keeping those employees. \nThere was no longer a division that did what XXXX did so of course Loss mitigation is where I was told to go. They put me with what seemed to be a young man that seemed very inexperienced, XXXX XXXX. At first he told me he did not know that could be done and I told him we had already done it in XXXX, then he told me that yes he could do it. I had offered to put a higher amount down on my principle thinking to begin with the survey would say it was going to be XXXX XXXX to XXXX acres to sell. I even told XXXX that could change if the amount of land sold changed this should have been common sense and we would have to renegotiate that figure and he said that he understood. \nHe seemed so unsure of himself and I even asked him was he sure about all of this because I did not want to get stuck paying XXXX XXXX for a survey and this was my nest egg to help me get thru this year to get my back straightened out. I asked for someone higher up than him that could help me but he kept ignoring me. I have those emails also. He assured me he could do it but later when I found out it was just over XXXX acres to sell in the plot not close to XXXX like I had thought originally. I had reached out to XXXX XXXX from years ago to see if he was still there and to find out if he knew who I needed to speak with that was above XXXX XXXX. In XXXX I encountered XXXX XXXX, he had the same attitude problem then. \nXXXX -- -- I have an app. that records my phone calls and I told XXXX that later. I talked to XXXX about being uncomfortable with XXXX XXXX acting like he was unsure of himself. No one told me until attorney XXXX XXXX XXXX ( attorney that handles XXXX XXXX forclosures ) that XXXX was leaving the bank on the same day that I was trying to close. That gave me a clearer understanding of XXXX 's attitude A couple of months earlier I had told XXXX that I did not feel like XXXX knew what he was doing and he did not understand what I was trying to do. I told XXXX that XXXX said why didn't I take the years worth of payments and put it in a savings account and make my payments each month. How do you get to be the V.P. of anything and not know what I would think would be key vocabulary. He did not understand what deferring my payments meant for the bank to put your payments on the end of my loan, not make me put down more money that I needed to help me with my basic bills each month. The next 3 months are critical and I am very fearful. At this point I still was not sure who worked for who but XXXX assured me he would work alongside XXXX. When I asked XXXX if he was sure, that this was really important because with my back the way it is because of the wreck, I was having to watch every XXXX until I could get my back lumbar facet injections and cauterized. XXXX told me it was Mortgages and he could do what he wanted to, not to worry about it. He either forgot he said this or did not care or he was just trying to get rid of me.. \nXXXX sent me a list by email of what I needed to get done which was no problem and basically all XXXX had to do was put in for an appraisal. This began middle of XXXX and I asked XXXX to put in for the appraisal on XX/XX/XXXX when I emailed him to remind him to do it. I should not have had to remind him to do it period considering all he had to do was get the appraisal done and figure out a customer with over {$330000.00}. Dollars in equity had to put on her principal. If I could have done it myself, I would have but evidently the bank has to call and have one of these independent places that chooses one. Not hearing a word, I was getting worried so after I waited a week, I called XXXX back on XXXX XXXX to see where we were. XXXX said he had given it to a team member to handle and it evidently did not get handled. I was very upset and it was effecting my health. Finally, the appraiser called me on Saturday XX/XX/XXXX and he explained he got it on Friday XX/XX/XXXX. The appraiser apologized and said there is no way that it takes over a week from the time it is put in for it until they contact the client On XXXX XXXX we arranged for him to be at my house Monday morning at XXXX. \nI have had to waste the last month to put this account of what happened together along with the documentation. By looking at the past appraisals, you could tell that the new appraisal should come in at about {$470.00}. Which is exactly what it came in at and I had asked XXXX to tell me what the amount of my own money was to be put in to my own loan, if the appraisal came in at that amount. The attorney and I both had tried to get an idea of what they were basing this on if the maximum was {$470.00}. ( the maximum ) I checked every day hoping that the appraisal would be in so that XXXX and XXXX could negotiate with my attorney XXXX XXXX. \nComplaint -- - on the morning of XX/XX/XXXX Attorney XXXX wrote an email to XXXX and XXXX ( Email included ) explaining how the amount of acreage was less than we thought and with the amount of equity the house has, it was more than fair to First Citizen for me to put {$20000.00}. XXXX XXXX of my own money on my own principle of my own loan and for the bank to do about a year of deferred payments considering nothing had been done for me during XXXX. It was not asking too much. Two other banks said that it was terrible that it was my land and my money and other than the bank charging me some nominal charge for the little bit that it took them to figure out that {$20000.00} and was more than enough to cover 2 years plus some, of payments, bring my mortgage down to {$110000.00}. and giving me a year of differed payments would give me time to get back on my feet from XXXX and these wrecks, unless the bank was trying to get me to fail. Instead, First Citizen took 4 years of payments and no deferral. That hardly seems fair especially when an alleged crime was committed by them not giving me the appraisals when they should have. I plan to go ahead and get free from First Citizens as quickly as possible. Hopefully before the year is up. I don't like to do business with people that are nasty to older people. \n\nPlease remember I did not owe anything as a matter of fact I was ahead about {$300.00} dollars and I needed as much as I could to be able to survive this year to get my medical done and either get my XXXX, which is coming up in 2 - 3 weeks but also be able to work some when they fix this nerve in my back. Attorney XXXX explained to XXXX and XXXX in his email to them XX/XX/XXXX that I had this medical that no fault of my own. I needed to take care of this year and I wanted to pay {$20000.00}. of my money to my principle on my loan. The morning after Attorney XXXX emailed the bank, XX/XX/XXXX the appraisal came in. XXXX XXXX called me instead of calling my attorney. He explained that the bank wanted to take XXXX XXXX XXXX XXXX to put on the principle and then take another XXXX XXXX XXXX {$9000.00}. to make my payments for a year. ( again he did not understand and XXXX did not explain it to him ) He said something and I said something like what kind of a choice is that. I was so disgusted, that after all that work on my part to make sure everything was completed and XXXX did not bother to talk to XXXX about deferring my payments. I asked where was the copy of the new appraisal to help me with what was going on. He said the total was {$420000.00}. I was trying to process why it would have been low. I was having a very bad day with my back. I assumed he was called attorney XXXX next and was going to get it straight with him until I called a few hours later. XXXX never bothered calling attorney XXXX. I understand now why the Consumer Financial Protection Bureau requires the customer to have their appraisal prior to the loan closing and First Citizen should be held accountable for me not having it. If XXXX had emailed me the appraisal and called to tell me to please look over it and he would call me back in an hour that would have been all we needed to negotiate. I would have had the chance to speak to my attorney and point out this was exactly what my attorney offered the bank in his email the day before. Instead, XXXX XXXX called me when his normal avenue to communicate was email. He caught me off guard and told me the appraisal amount was {$50.00} less than it actually was. \nAccording to attorney XXXX XXXX, XXXX also did not turn in the email to get him the ok to do the release of the XXXX acres until XXXX. on Thursday XX/XX/XXXX. So now I had two problems that the bank should not have caused, that I was trying to straighten out. I could have waited a week or two to get the bank to straighten it out but considering many people were waiting on this closing, I was in a terrible position. The seller was going out of town and my friend needed the money I had borrowed from her because she was buying a house for her daughter. We had postponed the closing once and I did not want to postpone it again. I have spoken to several banks and they have all said it was so unprofessional and inhumane to have treated me like this. First Citizens made sure they got more than their fair share and I am struggling to pay my electric and my insurance and even groceries. Now XXXX has cost me XXXX when the interest rates are climbing. \nAfter closing on XX/XX/XXXX, XXXX and having to let First Citizen move my money around however they wanted to. I actually thought XXXX would want to make things right after he told me what a great Mortgage person he is. If he had spent as much time trying to help me as he did try to avoid me, we would not be in this situation. He spent extra time making sure I could not go over his head. I had spoken with one of the places that I could lodge a complaint and they told me one of the first things they would do would be to put me with a compliance department with First Citizens. So I called my branch and asked about reaching the compliance department. I was told by XXXX, the branch manager here in XXXX, that there was not a compliance department and she tried to direct me back to XXXX and even told me that she had emailed XXXX because he had directed them to contact him if I called. Trying to intimidate a person just because they are trying to get to a solution is a terrible thing to do. I can not help but be suspicious of XXXX. Monday approx. XXXX. XX/XX/XXXX, a XXXX XXXX XXXX called and identified himself as a VP of XXXX Banking and told me that the compliance department had contacted him ( the one they do not have ) and asked him if he could reach out to me to see if he could help. I asked him if he minded if I recorded the conversation even though I did not need to ask him. He got so nervous he told me that Compliance would be calling me by close of business. Im still waiting on the call over a week later. Friday XX/XX/XXXX, I went by the main branch and dropped in on XXXX XXXX. He had another addition to the story. There was no name on the email that reached out to him. And they picked him because he was my branch manager. I pointed out to him that I live in XXXX why would he be my branch. He had no answer. He just happened to be downstairs from XXXX office. Attorney XXXX XXXX tried to email me and tell me that the bank did not have anything else they could help me with and they felt like they had done everything they could do. I asked attorney XXXX XXXX to tell me by who's authority he was writing me and he never would answer me. And would not answer me about the amounts that First Citizen charged me. I felt this was another form of intimidation all the while I imagine trying to preserve the amount of business that First Citizen sends to them. \nXX/XX/XXXX The attorney that First Citizen uses, XXXX XXXX XXXX, actually wrote me a letter apologizing for how upset I was when he spoke to me the afternoon of XX/XX/XXXX. He did try to shift the blame and say things like First Citizen had always intended to get my closing done. Even though his partner in the law firm had told me it would be at least a week before they could get it done. And the Appraisers busy schedule along with coordinating with my schedule to review my home. The appraiser contacted me on Saturday and I had him out Monday morning at XXXX I would have had him come Saturday night if it would have helped hurried it along. The Appraiser, XXXX XXXX is a very nice man and seemed very thorough. Considering First Citizens has done nothing for me except take money that they had not explained and took money from me that was excessive.\n\nThere are many other bank statements showing charges that do not match up. I will be glad to produce them. \n\nWe had XXXX hours before the closing but cutting out the collateral got screwed up also because I was told XXXX did not email Attorney XXXX XXXX XXXX either with the instructions until XXXX or XXXX. for the one page document that took them about 30 minutes to do, but they had to have the go ahead and the survey. attorney XXXX XXXX had said that they did not have the survey but they did have it. We got that cleared up. They had the survey and the ok was just a couple of sentences but XXXX had to do the go ahead. \nThe first appraisal had not been put in for at all so we had to push the closing out. The first date was XX/XX/XXXX, my neighbors were going out of town and I had promised to pay my friend back because she was buying a small house for her daughter. She was kind enough to pay for that pre-forclosure thing that I was overcharged by First Citizen by putting down extra appraisals and who knows what else. That needs to be assessed by someone at First Citizens and a detailed list given then my accountant will look at it and I expect to be reimbursed for anything that I overpaid or should not have paid.\n\nHow is the mortgage banker not licensed here in South Carolina?\n\nWhat I want and/or expect : I want to be made whole again.\n\nI want First Citizen to institute a program that will listen to customers and together see if there is merit to what their complaint is. Sometimes people are just not explaining things correctly and need a little bit of help.\n\n*I want at least {$14000.00}. of my money returned to me from First Citizens immediately. I may be damaged further because of the rising interest rate and not being able to devote time to getting some sort of refinancing at another bank or loan institution. \n\n* Amounts defined in detail from letter dated XXXX XXXX from XXXX XXXX XXXX. \namount labeled 3.Corporate Advances {$5000.00} amount labeled 4. Attorney Fees {$1000.00} amount labeled 5. Attorney costs {$330.00} and the additional {$840.00}. charged to me. Added to the Temporary repayment letter and not explained.\n\nI want those amounts plus interest given back to me immediately.\n\n*I want First Citizens to be held accountable for not getting me either of the appraisals in the time frame that is allowed by law. \n*First appraisal done XX/XX/XXXX and not given to me until XXXX ( plus mailing time ) needed it for the time starting XX/XX/XXXX to do my hardship packet. \n*Second appraisal done XX/XX/XXXX and not received until XXXX ( plus mailing time ) Needed XX/XX/XXXX to work on closing amount. And work on the amount that should be paid on principle from the sale of my property. \n\n\" Addendum : First Citizens set aside a year of payments when the bank was aware that there was not a year left of payments before the balloon payment at the end of the loan which is XX/XX/XXXX. This was in a letter sent by the Manager Regional Security ServiceXXXX XXXX XXXX The letter was very threatening. '' Thank you for your time. \nXXXX XXXX XXXX XXXX XXXX XXXX. \nXXXXXXXX XXXX XXXX XXXX XXXX","date_sent_to_company":"2022-08-01T19:36:45.000Z","issue":"Closing on a mortgage","sub_product":"Other type of mortgage","zip_code":"29016","tags":null,"has_narrative":true,"complaint_id":"5739845","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FIRST CITIZENS BANCSHARES, INC.","date_received":"2022-07-06T13:06:32.000Z","state":"SC","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["<em>Never</em> got a clear answer but I assumed when they <em>were</em> so nice and listened then said that they would make a note and put it in my file that meant that with Covid they <em>were</em> working on a solution. From what I read all the mortgage lenders <em>were</em> working on it so I did not worry, this seemed normal. I read that the mortgage companies <em>were</em> going to help with Forbearance, I knew they must have so many people effected that it would take time."]},"sort":[6.3071804,"5739845"]},{"_index":"complaint-public-v1","_id":"10216365","_score":4.681799,"_source":{"product":"Checking or savings account","complaint_what_happened":"Update on this: \nI am now demanding my money from chase. You cannot indefinitely hold my funds as Federal Regulation will always supersede Chase policies. \n\nPlease refer to the following Federal Regulations; According to Regulation CC (Expedited Funds Availability Act), banks are generally required to make funds from deposited checks available to customers within a specified timeframe. If a bank is unable to verify a third-party check through their own investigation, they are still obligated to follow the guidelines outlined in Regulation CC regarding funds availability. If a bank is unable to verify a third-party check but has no reason to suspect fraud, they may release the funds according to the standard funds availability schedule outlined in Regulation CC. The maximum number of days a bank can withhold funds is determined by federal regulations outlined in Regulation CC (Expedited Funds Availability Act).\nUnder Regulation CC, banks generally must make funds from deposited checks available to customers within specific timeframes. If a bank's investigation does not uncover any wrongdoing, they are generally expected to release the funds back to the consumer promptly. Failure to do so could potentially violate Regulation E and result in regulatory action.\n\nThis being said, I will be opening a lawsuit, and have contacted my state attorney general. \n\nHere is my original inquiry:\n\nHello, My name is XXXX XXXX. I had an opened case with Chase and the CFPB in regards to a XXXX check deposited into my account, that was not only improperly deposited by the branch manager, but also marked as fraudulent. It was a life insurance claim written over to me by my father, from my passing mother. In the response I received from Chase, I was told to open up an Estate account, after visiting a branch to do so, I was infomed by not only executive offices, but the fraud team that despite this being an option provided to me, neither could guarantee that my funds would be released to me. As my father isnt the one who is dead, but my mother is. The check is not made payable to my mother. I have also provided evidence that the phone number i have provided multiple times is by no mistake, registered to my father, Through the XXXX system. I have attached documentation and photos proving that. XXXX has been assigned my case and has not been helpful at all. It does not feel as if she even knows what should be done, or what the definitive answer is despite the response being told to my be Chase themselves. My case XXXX with XXXX  is XXXX as well as XXXX My Savings Account XXXX  ends in XXXX  My Checking Account XXXX ends in XXXX.\n\nI have recently contacted XXXX  and her assistance has been abysmal. Not only was I interrupted multiple times, the lack of communication for the past month and lack of a proper solution has blown me. I was told they will be attempting sending back the funds despite closing both my checking and savings accounts, debiting from my direct deposit, and holding my money in suspension. The check has not even been properly deposited (lack of stamp) and i was not informed by ANYONE that all i needed to do was sign my name as well. for such a simple mistake, i shouldnt be waiting MONTHS for a solution, and refuse to.\n\nChase and the CFPB have closed my case again, stating the following: \n\nThank you for expressing your concerns to the Consumer Financial Protection Bureau. We appreciate you allowing us the opportunity to research this matter. We completed our review and the details of our response are below.  We appreciate you taking the time to tell us about our service. Your feedback helps us serve you better. Our goal is to provide you with exceptional service, and we are sorry if we fell short with your request to release funds from your third-party check deposit.  You may open an estate account as previously advised, a joint account with the third-party or the third-party may open an account with you as the Power of Attorney (POA). Estate and POA documents would need to be approved. All accounts are subject to secondary review through our new account screening process.  A new account does not guarantee the third-party deposit for XXXX being held form your closed account will be credited to a new account.  The condition still must be met for a verbal confirmation on a verified number that satisfies our internal risk tools to verify that you had permission to deposit the check into your account from the third-party.  We are not able to accept the documentation you provided showing ownership of the phone number for the third-party.  We provided the option to send the funds back to the maker; you declined to send the funds back.  The funds will remain on hold until the third-party authorization is resolved.  The agreement we have with each other is that we may remove funds from your account to hold them pending investigation. You can find this in the Deposit Account Agreement. You were provided a copy of the agreement when you opened the account. You can see the current agreement on chase.com.\n\nNowhere does chase state their official Deposit Agreement policies in regards to this that I must open an estate account to cash a third party check, nor does it list anywhere that its subject to secondary review. The words secondary review are not even listed a single time in the deposit account agreement. attached is that same agreement and a search of the same agreement to determine that. Chase has stated making an exception, yet i have not been informed of what this exception is. \n\nMisleading and deceptive business practices are occurring in the sense that in the very last response I received from chase I was given the option to open an Estate account, despite the funds not being written off to, or paid out to an estate. XXXX  is not dead, my Mother is. I was also given the option to open up a joint account, but why have I been told those are options to recieve my funds back then immediately be told afterwards that there is no guarantee that the money on hold will be credited to your account. why? this implies even the original payee that theyre trying so hard to verify cannot even use their own account with me to receive the funds from the check written out to them if we even got that far. So why offer it as an option? Option means we can use it as a means to get access to my money.\n\nI have expressed concerns about being paired up with XXXX  in regards to my case, and immediately got assigned to her AGAIN when the case was reopened. I grew tired of working with XXXX, and requested to work with someone else, and got in contact with XXXX. XXXX, the alleged managerdid not assign my case to a new representative, and instead closed the case, providing the same misleading and bogus reasoning listed to me before. Previous statement is also attached.\n\nOn Chases Deposit account agreement, it lists \nXXXX. A power of attorney is a document you sign that authorizes someone else, called the agent, to act on your behalf. If you sign a power of attorney, the agent can sign on your behalf and do anything you could do regarding the account, including withdrawing or spending all of the money in the account. Do not sign a power of attorney unless you trust the agent to act in your best interest. If you choose to add an agent, you must provide a power of attorney form that we agree to accept. We may rely on a copy of an original power of attorney. We are not required to investigate the facts relating to any power of attorney provided to us on your behalf, including whether your signature on the power of attorney is authentic or whether the agent continues to have authority. We may follow or refuse to follow the agent's instructions at any time, including if we suspect fraud or abuse on your account, unless state law requires otherwise. We may also refuse an agent's request to become a joint owner or a beneficiary of an account, but we have no liability to anyone if we do so. We have no liability when we follow or refuse to follow any instructions from an agent, for example, if your agent misuses the authority you have given them. An agent's power of attorney on an account is terminated when the account owner dies.\n\nIn my XXXX  document, I have been given financial authority in all forms to the person the check was originally signed to, and according to Chases agreement, I should have been given right to deposit the check and access the funds written to me not only because I am power of attorney, but also because the check was written over to me. I do not need permission to manage funds or cash checks I am legally authorized to do so. If Chase would like to argue the contrary, I live in Virginia. I would love the law that lists otherwise to be stated to me. \n\nThere is nothing in chases policies directly listed publicly in regard to that information that proves the contrary, and if there is, I would like to see EXACTLY where it is listed that I cannot do so. Links and all. Secondary Review is not publicly listed nor actively enforced when checks are deposited at the branch, nor online, and is only in prospects of potential fraud, which does not apply since the check has cleared. It has not bounced; and if the check was fraudulent at all, Chase would not attempt to verify the original payee at all, which equally makes no sense considering the maker of the check is not an individual, it is an insurance company. The XXXX XXXX XXXX XXXX is not the maker of the check. Pending investigation equally makes no sense considering Chase cannot even verify nor find an original point of contact for Hartford Group or Brian on their own. No investigation is occurring and I request innate detail and evidence of what investigations have occurred. \n\nThe check would not have been written nor shipped to me if not proven and verified that I was power of Attorney. In my original complaint, I have attached how the check has been mailed out to me and provided to me because I am the power of Attorney, which is proven by my contacts with XXXX XXXX, the claims representative at XXXX. \n\nChase Endorsement Policies are listed as follows:\n\n2. Endorsements\nAn endorsement is a signature, stamp or other mark made on a check to transter the check to another person. If a check you deposited doesn't have your endorsement, we may endorse it for you or treat the check as if we had endorsed it. Either way, the effect will be as if you had endorsed the check. Also, any deposited check that appears to contain your stamped or facsimile endorsement will be treated as if you had actually endorsed it. We are not bound by any conditional or restrictive endorsements on a check you cash or deposit, or by any endorsement \"without recourse.\"\n\nI was told previously by chase executive offices, by I believe either XXXX  or XXXX, that I needed to sign the back of the check as well in order for it to not be placed on hold. So on top of the improper deposit of the check, Chase has stated it will treat any missing signatures as an endorsement on my behalf, meaning I did not need to sign the back of the check in order for it to also include my endorsement. Nowhere in the semantics of the policy does it state the contrary, or anything more needs to be required. The check should have deposited after the third party endorsement. \n\nThe Endorsement requirements are as follows:\n\nXXXX Endorsement requirements\nTo help ensure that checks you deposit or cash will be processed timely, your endorsement (and any other endorsement supplied by a co-payee) must be in the XXXX inch area that starts on the right side as viewed from the back. Payee or customer information must not be on any other part of the back of the check.\nIf you don't endorse your check properly and it causes us a loss, cost or expense, you have to pay that amount to us.\n\nAttached is the original check. As well as the deposit receipt for it. The check cleared and the funds of XXXX have cleared into my savings and have equally been debited out of them as a XXXX charge. The deposit has not netted a loss for Chase at all. There was no Fraud, and Chase does not list anywhere in their policies that they can take from a verified deposit. Again, if the policies list the contrary, give me more information than you can find the account agreement on chase.com because the account agreement isnt on chase.com either, its at: XXXX\n\nYou actually have to dig for the policy in order to find it.\n\nIn Chases rights and responsibilities for deposits, it states: \n\nXXXX Our rights and responsibilities for deposits\n\nIf you deposit or cash a check, or we send one for collection, we act only on your behalf. Our only responsibility is to exercise reasonable care. If we lose a check, you agree to use reasonable efforts to help us locate or replace it.\nWe will not be liable for the lack of care of any bank or third party we use to collect checks, or for checks lost during shipping. We may send checks to any bank or to the entity on which the check was written in our customary manner. We may have agreements with other banks regarding times and methods for collecting or returning items.\nWe may refuse a deposit, or part of a deposit, at any time. We also may refuse a deposit after initially accepting it. We can reverse any amount we have added to your balance for a deposited check and send the check on a collection basis even after we have taken physical possession of the check. We will not be liable to you for refusing a deposit, even if it causes us to decline any transactions you have already made.\nIf we refuse a deposit, we may take a check on a \"collection basis,\" which means we will not add funds to your balance until we have actually been paid for the check. If we process any check deposit on a \"collection basis,\" we will not add funds to your balance until we have actually been paid for the check by the other bank.\nIf the other bank charges us a collections or processing fee for any item, we will deduct that from your account or the amount credited to you. These charges or fees will be assessed even if the other bank does not pay us for the check or the funds have already been deposited to your account.\n\nReasonable care is not elaborated upon. I request the CFPB investigate as well what Chase specifically means by that terminology. The deposit made was done improperly, and reasonable care was not enforced. At no point was the deposit refused. The funds have not been sent back to the maker. They were illegally debited from my account for fraud and pending investigation and neither has occurred, and if any has, I would have been unable to open another checking account with chase, which I have done. Chase would equally have attempted to do their research and have failed to each time. Because no fraud is occurring. \n\nChases Policies for Overdrafts are listed as follows:\n\nXXXX  Overdraft Fees\nWe will charge an Overdraft Fee during nightly processing for any paid transaction posted on a business day when your account is overdrawn. If we return a transaction, we will not charge a fee. We will charge an Overdraft Fee for a transaction that may have been previously returned unpaid if it is later paid against an overdrawn balance. Special rules for everyday debit card transactions are described in the Electronic Funds Transfer Service Terms.\nRefer to your product information and Fee Schedule for information about what fees apply and how fees are calculated for your account. We may limit the number of Overdraft Fees we charge for a business day. For business accounts, we may charge interest on any amount you are overdrawn that you haven't repaid promptly.\n\n4. Overdraft Protection\nOverdraft Protection allows you to link one of your accounts as your backup account to your checking account to help pay an overdraft. If your checking account does not have enough money, we will use the available funds from your backup account to authorize or pay transactions.\n\nNone of this applies to pending ACH transfers, and after contacting my company, the ACH trace ID marked as: XXXX  was considered rejected by chase, but was never sent back to sender. Instead, Chase rescinded their rejection, took my direct deposit, debited my negative balance, and sent me back the remainder of my money. Despite their electronic transfer policy, which lists: \n\nXXXX Payments\n\nA. General Terms Applicable to Payments\ni. Your responsibilities: You authorize us to remove funds from your designated Pay From account for all Payments that *you initiate* and you agree to have sufficient available funds on the Send On date or Payment date for each such Payment you schedule.\nPlease note that if you have Chase Overdraft Protection for your Pay From account, available funds in the account that you use for overdraft protection are included in the determination of available funds for the Service. If there are insufficient available funds to cover a Current Day payment, we will not retry the payment and it will be immediately rejected. If sufficient funds are not in your account to cover a Current Day payment, we will not retry the transaction and the payment will be immediately rejected. In the case of Future Dated Payments, if sufficient funds are not in your account on the Send On or Payment date we may reject the request, or accept the request and process the payment for delivery (even if such payment processing causes you to exceed your credit limit or overdraw your account). In the alternative, if sufficient available credit or funds are not in your account on the Send On date or Payment date, we will automatically try to debit your account up to XXXX XXXX  more times on each of the XXXXXXXX XXXX succeeding Business Days. For these attempts, a status of \"Funds Needed\" will appear online. After the final attempt, the payment request will be Cancelled. A status of\n\"Funding Failed\" will appear. We will send you a message advising you of each failed attempt to debit your Pay From account. You agree that we may, at our option, follow your Instructions to make payments to a Payee, even though a charge to or a debit from your Pay From account may cause you to exceed your credit limit, or bring about or increase an overdraft. In the event of an overdraft to your Pay From account, we may charge any other of your accounts for the amount of the overdraft. For questions about your preauthorized Payments, you may contact us at the telephone number on your account statement or the front of our deposit account agreement.\nII. WE ARE NOT RESPONSIBLE FOR ANY CHARGES IMPOSED, OR ANY OTHER ACTION, BY A PAYEE RESULTING FROM A LATE PAYMENT, INCLUDING ANY APPLICABLE FINANCE CHARGES AND/OR LATE FEES UNLESS WE CAUSE PROCESSING DELAYS THAT CAUSE YOUR PAYMENT TO BE LATE.\n\nMy account was restricted, which meant I could not recieve any deposits. Chase cannot debit an amount they have no authority to recieve since I was not the one who initiated the transaction. My job was. Ironically enough, my account was maliciously closed immediately after they received my payment, despite this same policy stating they absolutely must notify me of that happening in my next statement. A statement I did not recieve, and equally was denied access to since my account was closed, and thus any access to my mobile banking. \n\nAnother discrepancy is listed in the account agreement here:\n\nb. Electronic transfers using your account number\nYou may authorize a third party to transfer funds to or from your account by providing your account number and your routing number or your debit card number. These transfers may use various payment networks and may take various forms, such as:\n* ??Employer payroll, government benefits or other direct deposits;\n* ??One-time or recurring charges to your account to pay bills or make a purchase;\n* ??Transfers between external accounts and your Chase accounts; or\n* ??A \"check conversion\" transfer, where a merchant or other payee creates an electronic transfer from your paper check. The merchant may keep your check or return it to you.\n\nIf that is the case, it also applies to a third party check, thus proving even more i am allowed to cash and use the funds made payable to me. Chase also provides a personal guide which me and the payee used when making sure the check was endorsed properly by third party means. \n\nThe guide is listed here: XXXX  \nThe instructions have been followed to a T. They have been listed as: XXXX Determine the recipient\nAssuming the check is written out to you, the recipient can be an individual, group of people or company. First, determine whether the recipient is willing to accept the signed-over check and exactly how the name should be written. XXXX Confirm the recipient's bank will accept the check\nBefore you start marking up the check, confirm that the financial institution (or other service) will accept a signed-over check. While many banks do, some do not, in order to manage risks.\n\nThe financial institution is chase. this is from YOUR website. \n\nXXXX  Sign the back of the check\nThe next step is signing (endorsing) your name on the back of the check in blue or black ink. On the back of the check, you'll see a signature line at the top where you sign your name as it appears in the payee field.\n\nThis has also been followed, and even if it wasnt, considering the vague language, any deposit would consider my depositing of the check as an endorsement alone if it was accepted by a branch. \n\nXXXX Include \"pay to the order of\" and write the recipient's name\nThis is the critical step that changes the payee written on the check from you to a new recipient.\nIn the check's current state, your name is in the payee field on the front of the check. In the endorsement area on the back of the check, at the top, use blue or black ink to write \"Pay to the order of\" followed by the new recipient's name.\nThis step tells the bank you are officially endorsing the transfer of funds to the new recipient. Your signature from the previous step serves as your authorization.\n\nYour signature from the previous step serves as your authorization. Chase has asked me to read the policies on their site. Im reading it. The signing from Brian himself is an authorization.\n\nXXXX Give the recipient the check to cash\nOnce the physical check is signed over, you can pass it to the recipient. If you have the opportunity, you can accompany the recipient to a branch location. This can offer everyone, including the financial institution, some extra assurance.\nOtherwise, if their bank allows it, the new check recipient can use mobile deposit.\n\nI equally followed this and was told by the Branch manager that as long as the address on the check as well as my account match, it will not be marked as fraudulent. Chase cannot continue to make up rules and arbitrations to hold their consumers money.\n\nI am no longer asking, but demanding my funds be returned to me by check, not only due to Chases deceptive practices, lack of customer service, and mishandling of my checking and savings account for fraudulent activity that was never fraudulent nor suspicious. \n\nI am also asking for another XXXX from chase themselves to avoid turning this into a lawsuit.\n\nUnder the Homeland Security Act and Patriot Act, banks have authority and duty to investigate suspicious payments.However, they CANNOT keep the money in your account and if they choose to close the account they must return the money in the account to you unless it is proven to be proceeds of money laundering and it is turned over to Homeland Security.\n\nNo fraud has been proven in any capacity whatsoever. Because no Fraud has occurred. \n\nI want my money back in full.","date_sent_to_company":"2024-09-24T07:15:20.000Z","issue":"Closing an account","sub_product":"Checking account","zip_code":"23060","tags":null,"has_narrative":true,"complaint_id":"10216365","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2024-09-24T07:10:30.000Z","state":"VA","company_public_response":null,"sub_issue":"Funds not received from closed account"},"highlight":{"complaint_what_happened":["You cannot indefinitely hold my funds as Federal Regulation will <em>always</em> supersede Chase policies. \n\n<em>Please</em> refer to the following Federal Regulations; According to Regulation CC (Expedited Funds Availability Act), banks are generally required to make funds from deposited checks available to customers within a specified timeframe."]},"sort":[4.681799,"10216365"]},{"_index":"complaint-public-v1","_id":"13117819","_score":4.386994,"_source":{"product":"Mortgage","complaint_what_happened":"PENNYMAC LOAN SERVICES LLC THE MORGAGE SERVICING FOR MY MORTGAGE LOAN ; THAT HAS BROKEN NUMEROUS FEDERAL AND STATE LAWS .. IS TRYING FORECLOSE ON MY HOME WHEN AT THAT TIME I HAD MADE ALL PAYMENTS, THEY HAD OVERBILLED MY LOAN, RAISED MY MONTHLY PAYMENTS BY OVER {$500.00}, USED THE FALSELY BILLED AMOUNTS AND ACCOUNT BALANCE TO SAY THAT I HAD MISSED PAYMENTS AND NOW AT THIS TIME THEY ARE : I HAVE REQUESTED TO BE IN ONE OF THE HUD PROPRAMS FOR AVOIDING FORECLOSURE AND THEY ARE TRYING TO DO MORE ILLEGAL ACTS .. DOUBLEING MY INTEREST RATE, RASING MY PAYMENTS, HIDE THESE BY ADDING 20 YEARS TO THE LOAN .. AND IN THE AMOUNT BEING PUT INTO A HUD LOAN ALL THE OVER BILLING AND ADDED CHARGES THAT I DO NOT OWE AND ADDING ADDITIONAL TERMS TO THE LOAN TO FURTHER CAUSE MORE NEGITIVE EFFECTS ON ME : : I HAVE DETAILED WHAT THEY HAVE DONE HERE ; Pennymac Loan Service LLC Perpetrated numerous wrongful actions, perpetuated over an extended period of time, causing irreparable damage, sustained hardships, suffering mental anguish and physical distress. \n\nI have left some of their behavior and actions out as it is already a great deal being required to be included in this statement of complaint, necessary to provide a proper accounting of the major offences Pennymac has committed and are solely responsible for.\n\nAnd is still on going to the present time I have attached documentation in support of all claims contained including : XXXX XXXX Treasurers statements, bank statements, Pennymac escrow statements, corrected billing amounts, payment history, and proper account balances, etc. \n\nI have provided references to these attached documents with their corresponding events, represented by ( DOC ) identification numbers posted on each of the documents, I begin with the primary inciting events OVERBILLING OF ESCROW AND MONTHLY PAYMENT AMOUNTS, UNLAWFUL DEBT COLLECTION PRACTISES, FAILURE TO PERFORM PROPER AND REQUIRED CORRECTIVE ACTIONS Received Pennymac regular escrow statement dated XX/XX/XXXXXXXX  ( XXXX XXXX XXXX ) New monthly payment amount $ XXXX county tax amount {$1400.00} 3 months later received 2nd Pennymac escrow statement dated XX/XX/XXXX ( XXXX XXXX XXXX ) New monthly payment amount $ XXXX county tax amount {$7000.00} XXXX XXXX Treasurer tax statement for XX/XX/XXXXXXXX XXXX XXXX XXXX XXXX XXXXXX/XX/XXXX ( XXXX XXXX XXXX ) net tax {$1500.00} total annual charges {$2900.00} Pennymac billed {$2900.00} by XXXX XXXX Treasurer, Pennymac billed my escrow account {$7000.00} Difference of {$4100.00} overbilling causing monthly payment amount to Increase from {$990.00} to {$1500.00} Difference of {$500.00} overbilled monthly Corrected monthly payment amount using the correct values {$1000.00} XXXX XXXX tax {$2900.00} Mortgage Ins. {$1000.00} Hazard Ins. {$1100.00} {$5000.00} DIV x XXXX {$420.00} {$420.00} + P & I {$670.00} = {$1000.00} Pennymac {$1500.00} - Corrected {$1000.00} {$410.00} overbilled monthly payment amount x XXXX = {$4900.00} Total for XXXX XXXX billing cycle Contacted Pennymac several times and advised of the error. and disputed charges Initially I had not looked closely at the details, just knew this was incorrect. I therefore continued making monthly payments of {$990.00} As this amount corresponded with the amounts I had been paying since refinanced loan In XXXX which is when Pennymac became the servicer without my authorization or Consent. \n\nIn fact made additional payments along with the regular monthly payments Example of payment amount history up to this point XXXX  {$960.00} XXXX  {$930.00} XXXX {$940.00} XXXX {$960.00} ( corrected proper amount, as I was To discover Pennymac began overbilling at This time The following year Pennymacs new escrow statement dated XX/XX/XXXX ( XXXX XXXX XXXX ) Now arriving 3 months later than the previously regular dates Stating new monthly payment amount $ XXXX XXXX tax amount {$5300.00} XXXX XXXX Treasurer 's statement for XX/XX/XXXX - XX/XX/XXXX Net tax {$1600.00} total annual charges {$2500.00} ( XXXX XXXX XXXX ) Pennymac billed {$2500.00} by XXXX XXXX Treasurer. \nPennymac billed my escrow account {$5300.00} Amounting to {$2700.00} overbilling Corrected proper monthly payment amount using proper values $ XXXX XXXX tax {$2500.00} Mortgage Ins. {$970.00} Hazard Ins. {$1200.00} Total {$4800.00} div x XXXX = {$400.00} {$400.00} + P & I {$670.00} {$1000.00} corrected proper monthly payment amount Pennymac monthly payment amount {$1300.00} Corrected proper payment using proper values {$1000.00} Pennymac {$1300.00} - {$1000.00} corrected proper amount {$220.00} overbilling monthly When I finally did begin reviewing the account activities found overbilling on XXXX  billing Cycle ( XXXX XXXX  XXXX ) ( XXXX # XXXX ) Pennymac billed monthly payment amount of {$1000.00} Corrected proper monthly payment amount using correct values {$960.00} Pennymac {$1000.00} - {$960.00} proper corrected amount = {$55.00} overbilled monthly = {$660.00} total overbilled amount for XXXX {$660.00} overbilling for XXXX {$4900.00} overbilling for XXXX {$2700.00} overbilling for XXXX {$8300.00} total overbilling for XXXX XXXX XXXX FUNDS MISSING FROM ESCROW ACTUAL ACCOUNT BALANCES While reviewing details of account activity more closely found additional discrepancy. \n\nEscrow statement account balances ending balance from one billing cycle to beginning Balance of the next cycle missing amounts with no corresponding disbursement Ending balance for XX/XX/XXXX. XXXX = + {$1300.00} Beginning balance for XX/XX/XXXX. XXXX + XXXX {$1.00}, XXXX gone ( XXXX, XXXX ) Ending balance for XX/XX/XXXX = + {$950.00} Beginning balance for XX/XX/XXXX = + {$690.00} {$260.00} gone ( XXXX, XXXX ) Ending balance for XX/XX/XXXX = XXXX Beginning balance for XX/XX/XXXX = - ( XXXX ) {$970.00} gone ( XXXX, XXXX ) Ending balance for XX/XX/XXXX = + {$870.00} Beginning balance XX/XX/XXXX = - ( XXXX ) {$1100.00} gone ( XXXX, XXXX ) {$1200.00} XXXX {$260.00} XXXX {$970.00} XXXX {$1100.00} XXXX {$3600.00} total of money unaccounted for, vanished, For. XXXX, XXXX, XXXX, XXXX Ending balance for XX/XX/XXXX = - ( {$3000.00} ) Beginning balance for XX/XX/XXXX = - ( XXXX ) - ( XXXX )??? gone ( XXXX, XXXX ) Ending balance XX/XX/XXXX = {$2400.00} Beginning balance for XX/XX/XXXX = - ( XXXX ) {$2600.00} gone ( XXXX, XXXX ) Ending balance for XX/XX/XXXX = + {$6200.00} Beginning balance for XX/XX/XXXX = - ( {$3900.00} ) {$10000.00} gone ( XXXX, XXXX ) - ( {$170.00} ) XXXX {$2600.00} XXXX {$10000.00} XXXX {$13000.00} XXXX {$3600.00} XXXX - XXXX {$13000.00} XXXX - XXXX {$16000.00} total from XXXX - XXXX MISREPRESENTATION STATUS, MISSING PAYMENTS, FALSE ACCOUNT BALANCING, EXCESSIVE THIRD PARTY CHARGES, FAILURES REGARDING QWR ERROR CORRECTION, AND IMPROPER RESPONSE TO ERROR AND DISPUTE, WRONGFUL FORECLOSURE PROCESS. \n\nAs previously mentioned I had been consistently making regular Monthly payments in the amount of {$990.00} along with additional Payments to assure any missed payments had been cured, as I had worked very hard to make up for 3 missed payments that had occurred in XXXX  due To a change of employment in XXXX of XXXX. \n\nUpon returning to regular Employment, resumed normal monthly payments and when possible made extra payments to cure the missed ones beginning the month of XX/XX/XXXX. ( see attached ( XXXX ), ( XXXX ) containing corrected value of payment history and proper account balances up to and including XXXX XXXX ) By the month of XX/XX/XXXX, Had managed to cure 2 of the 3 missed Payments and had 1 remaining In the month of XX/XX/XXXX I had managed to clear all missed payments ( using proper payment amounts ) and continued to make multiple Payments monthly that accounted for all monthly payments up to and Including XX/XX/XXXX .Again using the correct monthly payments And account balances ( XXXX, XXXX ) In fact had made payments totaling {$20000.00} from XXXX of XXXX to XXXX of XXXX. ( see attached ( XXXX ), ( XXXX ) of Bank statements showing payments made to Pennymac ) Also prior to, threw this time and continuing to the current time Pennymac billed excessive third party charges for property inspection and property preservation fees. beginning in XXXX but occurring Monthly from XXXX including multiple times in the same months up to 3 times in the months of XX/XX/XXXX, XX/XX/XXXXXXXX  and XX/XX/XXXX. and continuing monthly to XX/XX/XXXX. and appears from What billing statements I have seen, has continued threw to the current time Along with the amounts of these charges having been increased since XXXX of XXXX In XXXX of XXXX began receiving from Pennymac and XXXX XXXX. Notices of default, demands for Payments of full balance plus additional fees and charges and notice of Non-judicial foreclosure proceeding had been filed by XX/XX/XXXXXXXX  These notices contained varying amounts, but included Demands for missed payment from XX/XX/XXXX and all subsequent Payments forward, foreclosure fees, and other fees and charges. \nTotaling amounts from {$8200.00} up to {$9800.00} for the same time Frame The demands for full balance payment including additional fees and Charges from {$130000.00} up to {$130000.00} again for the same time Frame.\n\nPlease again refer to attached XXXX, XXXX, XXXX, XXXX Confirming all monthly payment amounts accounted for and payments Made threw XX/XX/XXXXXXXX   which accounts for all monthly payment Threw to and Including XX/XX/XXXX. \n\nI later noted this activity began immediately following the expiration of the Covid -19 government suspension of home foreclosure and renter evictions in XX/XX/XXXX. \n\nI again contacted Pennymac and sent Qualified Written Notice of billing And other errors including dispute of foreclosure and said errors. \n\nAfter not receiving a response.. called back and was advised A Priority Complaint Specialist named XXXX XXXX had been assigned to Address my issues and disputes. and was transferred to her. \n\nShe Confirmed receipt of my notice of errors and dispute. we discussed a Few of the details. threw the conversation, she attempted to control the Call, justify their behavior, while presenting the impression that I was the One in the wrong. After I had pointed out a number of flaws and corrected Almost every comment she had made. she asked as she was still Reviewing the account and looking into the details, if I give her some time She will contact me in a few days.\n\nAfter again no response for an extended period, called her back again. \n\nWhen I advised following up as I had not heard from her. she advised that she had sent me an email. \n\nThe manner in which she sent it, did not appear Showing as normal emails appear ( which is why I had not seen it thought I was watching for it ) needed instructions on finding it, in addition to a special Process to open it. \nThe email, being the response to my written notice of error and dispute, Failed to properly provide required statements ( no errors found ), actions required to have been be take ( Investigation ), detailed explanations demonstrating that the accounting was correct, ( violated terms of RESPA ).\n\nDuring the conversation that followed and what the emails content Actually Consisted of was : an explanation of the escrow process, How they are required to do that process That they have the right to getting the monies back from Taxes and insurance they pay for me., During the phone conversation she continually tried : to control the Call, justify her position and actions, made ridiculous Statements that made no sense, one of these statements actually Confirming that they had performed An unnecessary, unwarranted, unrequested, and unscheduled audit of the account that was actually Done by a department manager that caused obvious errors resulting in the overbilling of several thousands of dollars to the account. And more. \n\nAs for my part, after listening to each of her statements, I responded by Presenting her with examples of how her statements were not correct, Did Not actually address the issues that I had reported to her, I would restate the questions or asked for her explanation of some of the Specific details that I had included in my notice .One of which how I Could possibly have any kind of outstanding balance or any missed Payments after making {$20000.00} in payments during the Previous 13 month Period from XX/XX/XXXXXXXX  through The end of XXXX XXXX  to an account that has a total yearly average billing amount of approx {$12000.00}. \nI further asked how I could owe payments from XX/XX/XXXXXXXX  and the Subsequent payments as I had made payments totalling {$4000.00} during That same time through to the end of XXXX XXXX. \n\nAs she had no real response to these questions with the exception of that When she had looked only at the payment amounts I had made totaling Approx {$21000.00} she said she was only seeing between {$14000.00} or {$15000.00} .. in response I sent her a copy of my bank statement that Showed all the payments made to Pennymac and only the payments to Pennymac due to the manner that I have always set my payments through the bill pay services my bank provides and this provides an Activity / payment history for just those payments made to their Company.\n\nIn the end I advised that she will want to look at this again, stop the Foreclosure that was wrong and I was not missing any payments. Make The corrections to the account due to their error and let me know when properly sorted first her response was that she could not stop the Foreclosure and that there is no sale date at this time I pointed out She could stop it and discuss this with her supervisor. have him do it Then. She again said she would get back to me. \n\nAfter this we only spoke a couple more occasions and every time Just got worse, she basically refused to make the corrections, said she Could not stop the foreclosure adding that there was no sale date, etc. \n\nAt this point I tried to find legal representation however after being Unsuccessful, I was forced to file the suit myself. \n\nThe case number XXXX. THE FEDERAL DISTRICT COURT OF NEVADA. \n\nDuring this process, per one of the Nevada Revised Statutes ( NRS ) Regarding legal actions where that statue XXXX Unfair Practices ; injury to person of property. is involved in the complaint A copy of the complaint needs to be filed with the Nevada Attorney Generals Offices : Fraud Department.. Copy was filed with that office FRAUD, ABUSE AND MISMANAGEMENT OF A HUD FUNDED PROGRAM, CONTINUED ATTEMPTS TO PROFIT, COLLECT ON OVERBILLING AND TERMS PROVIDING ASSISTANCE TO PENNYMAC TO FORECLOSE. \n\nHave recently been finding additional methods of recourse and options To defend against Pennymacs actions destroying any quality of Life in my future.\n\nI came across the programs being provided by The Department of Housing and Urban Development ( HUD ) that assist struggling homeowners with FHA mortgages, avoid foreclosure and provide Relief and aid in recovery of homeowners that they can again build for their future.\n\nAdditionally that mortgage servicers are required to find alternatives And to specifically provide these homeowners with these programs to Avoid foreclosure and keep their homes. Which in my case Pennymac Has again failed to do what they are required to do. \n\nI Contacted Pennymac and formally requested to participate in these Programs. Also provided the details of the events And there actions that caused this situation.The loss mitigation department agent advised me that they would review the mortgage account and the escrow account and advise me of the result.\n\nI requested an email or some method to Send them all the details regarding the errors they had committed, providing them with proper accounting that would aid in this process. \nAs I was advised that the review of the escrow account details would Be one of the first things that would be done. I sent to the Attention of the escrow department, the first of the account details That they could make the needed corrections, allowing for this to Be completed by the time loss mitigation would receive the remainder Of the details I was sending.\n\nIn response I received a large envelope containing a number of Documents. \n\nThis turned out to be another demonstration of Pennymac abhorrent, atrocious, and despicable behavior and their perpetration of additional acts of wrongdoing that they have committed.\n\nThe first of the documents dated XX/XX/XXXXXXXX  Stating we are happy to offer a Federal Housing Administration ( FHA ) COVID Recovery Modification and Partial Claim No Trial. \n\nShortly thereafter, Informed me that they had decided that they were not able to offer me any of the several other programs, of which I already knew that I did actually qualified for others of these program that would be better suited to me and would truely Help me a great deal more. One of these other program that they should have offered me would have also coincided more with the proper purpose intended By HUD and the reasons they created these programs.to begin with.\n\nTo demonstrate how this offer would have the completely opposite Consequences to those which they were required to provide me with. \nThe following is a listing of the actions Pennymac is going to take in Accordance with terms of this offer that was to provide me with Assistance that they are required to provide This will demonstrate how their offer would cause additional hardships rather than relief them, Would perpetuate my continued suffering of these hardships for another 40 years.\n\nThey would collect on the fraudulent overbilling, falsely attached additional fees and charges And more. \n\nInstead of helping me to avoid foreclosure, they are including Additional terms in loan modification agreement that would actually help them to foreclose. \n\nTheyre going to increase my interest rate from the current 3.625 % To almost double that rate to 6.625 % Theyre going to increase my monthly payment from {$1000.00} to {$1100.00} an increase of {$30.00} when in fact it qualifies to be Lowered. In accordance with the Homeowner Protection Act to Remove the mortgage insurance charges permanently.\n\nTheyre going to add 20 ( twenty ) years of payments to the original Loan that would have been satisfied XX/XX/XXXXXXXX  now however the new loan satisfaction date would be XX/XX/XXXX. ( which considering I am XXXX XXXX XXXX at this time, I will be XXXX XXXX XXXX when this occurs ) At which time I will Be able to begin paying off the amount of the partial claim being attached in the amount of {$40000.00} That amount Includes all the fraudulent overbilling amounts they caused and refused to correct for, along with the other additional False charges they added. \n\nThe reason Pennymac actual added this additional term was to conceal the fact that they doubled the interest rates.\n\nTheyre going to add XXXX XXXX XXXXXXXX XXXX to the loan. A firm that that Pennymac paid out of my account shown on my loan transaction / activity statement activity, that they were paid fees for foreclosure trustee sale guarantee costs fees. Which are included In the above mentioned amounts being included to the Partial Claim amount being added to the loan. For fees related to the Wrongful processing of the non - judicial foreclosure that they Initiated when I had made all my payments and was not truly in default. \n\nTheyre going to add additional terms to the loan providing them the ability of processing non - judicial foreclosure proceedings whenever they should decide to do so. While reducing my abilities To defend against them doing it to me again. Which they were not Allowed to do it in the first place.\n\nTheyre adding another additional term to the loan that makes Mortgage Insurance payments permanent and that they will no Longer be required to remove them as provided for in the Homeowner Protection Act. of which my loan now qualifies for the removal of these charges due to the fact that my loan balance is 80 % or Less than the original property value. As I purchased my home In XXXX and have made 17 years of payment. \n\nAs previously mentioned there are a number of additional wrongful Acts and behavior that Pennymac has committed of which I am Not including at this time, as this has required excessive amounts Time, energy, and expense involved in this whole situation that Should never have occurred and should have been and they could have resolved this a long time ago.\n\nI have followed up with Pennymacs loss mitigation department regarding the loan modification offer I have just provided above. I Have spoken to them and sent these same written details to them Again including the same supporting documentation that I have Attached to this complaint.\n\nThis includes an outline and provides Details of the more appropriate offer that I should have been presented with. That would resolve all issues in this matter By providing a more fair and equitable solution to the one They presented it to me.\n\nI have expressed that I am still requesting their assistance and Desire to participate in the HUD programs or any program, will continue to work with them to get these matters resolved, save my home, And find a resolution to all of this that I may be able to move On With my life and put this whole thing behind me.l I am reaching out to you as I am in great need of your protection from this company.\n\nNeed your assistance to prevent them from taking my home that I have worked so very hard for. \n\nForce them to repair the damage they have caused.\n\nHold them accountable for their despicable behaviour And the atrocious acts they have committed against a good person That has been forced to endure all the malicious mistreatment and The undue suffering of the extreme hardships that Pennymac has purposely inflicted upon someone that is innocent of fault in this matter and undeserving of the treatment Pennymac has imposed.\n\nPlease help me THE FOLLOWING IS A TABLE OF CONTENTS AND DESCRIPTION OF THE ATTACHED DOCUMENTATIONS REFERENCED ABOVE THAT PROVIDES VERIFICATION OF AND IN SUPPORT OF THE DETAILS OF THE STATEMENTS THAT HAVE BEEN PRESENTED IN THIS COMPLAINT. \n\n( XXXX XXXX XXXX ) THE XXXX XXXX TREASURERS YEARLY STATEMENT OF TAX DISTRIBUTION FOR THE FISCAL YEAR OF : XXXX - XXXX THAT SHOWS THE ACTUAL AMOUNTS THAT WAS SENT TO PENNYMAC FOR XXXX XXXX TAX {$1400.00} AND TOTAL ANNUAL CHARGES FROM XXXX XXXX {$1400.00} ( XXXX XXXX XXXX ) PENNYMACS YEARLY ESCROW STATEMENT OF THE AMOUNTS BILLED TO THE ESCROW ACCOUNT FOR XXXX - XXXX XXXX TAX {$1300.00} / XXXX  XXXX {$980.00} / MORTGAGE INS. \n$ XXXX AND A UNACCOUNTED FOR SHORTAGE OF {$760.00} XXXX XXXXXXXX THE PAYMENT AMOUNT FROM {$940.00} TO {$1000.00} ( DOC # 3 ) THE XXXX XXXX XXXX XXXX STATEMENT OF TAX DISTRIBUTION FOR THE FISCAL YEAR OF XXXX - XXXX THAT SHOW THE ACTUAL AMOUNTS THAT WAS SENT TO PENNYMAC FOR XXXX XXXX TAX {$1500.00} AND TOTAL ANNUAL CHARGES FROM XXXX XXXX {$2900.00} ( XXXX XXXX XXXX ) PENNYMACS YEARLY ESCROW STATEMENT DATED XX/XX/XXXXXXXX  OF THE AMOUNTS BILLED TO THE ESCROW ACCOUNT FOR XXXXXXXX XXXX XXXXXXXX XXXX TAX {$1400.00} / MORTGAGE INS. {$1000.00}/ XXXX XXXX. {$1100.00} PAYMENT AMOUNT FROM {$1000.00} TO {$990.00} ( XXXX  # XXXX ) PENNYMACS YEARLY ESCROW STATEMENT DATED XXXX XXXX XXXX OF THE AMOUNTS BILLED TO THE ESCROW ACCOUNT FOR XXXX - XXXX XXXX TAX {$7000.00} / MORTGAGE INS. {$1000.00}/ XXXX XXXX. {$1100.00} PAYMENT AMOUNT FROM {$1000.00} TO {$1500.00} ( XXXX  # XXXX ) THE XXXX XXXX TREASURERS YEARLY STATEMENT OF TAX DISTRIBUTION FOR THE FISCAL YEAR OF XXXX - XXXX THAT SHOW THE ACTUAL AMOUNTS THAT WAS SENT TO PENNYMAC FOR XXXX XXXX TAX {$1600.00} AND TOTAL ANNUAL CHARGES FROM XXXX XXXX {$2500.00} ( XXXX  # XXXX ) PENNYMACS YEARLY ESCROW STATEMENT DATED XXXX XXXX XXXX  OF THE AMOUNTS BILLED TO THE ESCROW ACCOUNT FOR XXXX XXXX TAX {$5300.00} / MORTGAGE INS {$970.00} / HAZARD INS {$1200.00} PAYMENT AMOUNT FROM {$1500.00} TO {$1300.00} ( XXXX # XXXX ) THE XXXX XXXX XXXX XXXX STATEMENT OF TAX DISTRIBUTION FOR THE FISCAL YEAR OF XXXX - XXXX THAT SHOW THE ACTUAL AMOUNTS THAT WAS SENT TO PENNYMAC FOR XXXX XXXX TAX {$1700.00} AND TOTAL ANNUAL CHARGES FROM XXXX XXXX {$2000.00} ( XXXX  # XXXX ) PENNYMACS YEARLY ESCROW STATEMENT DATED XXXX XXXX OF THE AMOUNTS BILLED TO THE ESCROW ACCOUNT FOR XXXX XXXX TAX {$1700.00} / MORTGAGE INS {$970.00} / HAZARD INS {$1200.00} PAYMENT AMOUNT FROM {$1500.00} TO {$1000.00} ( XXXX XXXX ) LIST OF THE TRUE MISSED PAYMENTS FOR XXXX, XXXX AND TO DATE FOR XXXX USING THE PROPER VALUES. \nTHE AMOUNTS OF {$1000.00} FOR XXXX ARE FROM PENNYMACS ESCROW STATEMENT THE AMOUNT OF {$1000.00} XXXX CALCULATED USING PROPER VALUES. THIS ALSO SHOWS THE MAXIMUM TOTAL AMOUNTS OF THE PROPER AMOUNT THAT SHOULD BE POSTED FOR THE PARTIAL CLAIM AMOUNT OF EITHER {$29000.00} OR {>= $1,000,000} INSTEAD OF THE {$40000.00} WHICH IS THE AMOUNT IN PENNYMACS OFFER INTENDS TO PROVIDE FOR THE PARTIAL CLAIM AMOUNT WHICH INCLUDES THE OVERBILLED, AND ADDED FALSE CHARGES THAT ARE NOT OWED ( XXXX XXXX ) XXXX XXXX  STATEMENT SHOWING ALL PAYMENTS MADE TO PENNYMAC FROM XX/XX/XXXX - XXXX XXXX XXXX ( XXXX XXXX ) XXXX XXXX  STATEMENT SHOWING ALL PAYMENTS MADE TO PENNYMAC FROM XXXX XXXX XXXX - XX/XX/XXXX ( XXXX XXXX ) REPRESENTS THE PROPER BILLING AND PAYMENT ACCOUNT ACTIVITY INCLUDING THE PROPER ACCOUNT BALANCES CALCULATED USING THE CORRECT VALUES FROM XX/XX/XXXX TO XX/XX/XXXX COLUMN LABELED DATE = DATES OF BILLING CYCLE COLUMN LABELED XXXX XXXX = CORRECT PAYMENT AMOUNT FOR THAT BILLING CYCLE COLUMN LABELED XXXX XXXX  = DATES PAYMENTS WERE MADE COLUMN LABELED XXXX AMOUNT = PAYMENT AMOUNT MADE COLUMN LABELED BAL = THE CORRECT ACCOUNT BALANCES FOR THAT BILLING CYCLE ( XXXX XXXX ) AND ( XXXX XXXX ) SHOWS THAT ACCOUNT HAD CURED AND PROVIDED FOR ALL TRUE PAYMENT AMOUNTS FROM XX/XX/XXXX THREW TO AND INCLUDING XX/XX/XXXX. ACCOUNT WAS PAID ( XXXX XXXX ) REPRESENTS THE PROPER BILLING AND PAYMENT ACCOUNT ACTIVITY INCLUDING THE PROPER ACCOUNT BALANCES CALCULATED USING THE CORRECT VALUES FROM XX/XX/XXXX TO XX/XX/XXXX COLUMN LABELED DATE = DATES OF BILLING CYCLE COLUMN LABELED XXXX XXXX = CORRECT PAYMENT AMOUNT FOR THAT BILLING CYCLE COLUMN LABELED XXXX XXXX  = DATES PAYMENTS WERE MADE COLUMN LABELED XXXX AMOUNT = PAYMENT AMOUNT MADE COLUMN LABELED BAL = THE CORRECT ACCOUNT BALANCES FOR THAT BILLING CYCLE ( XXXX XXXX ) THROUGH ( XXXX XXXX ) ARE THE XXXX ESCROW STATEMENTS OF THE ACTUAL ESCROW ACCOUNT ACTIVITY INCLUDING THE ACTUAL BEGINNING AND ENDING BALANCES FROM XX/XX/XXXX THREW TO XX/XX/XXXX. THEY PROVIDE DOCUMENTATION OF MISSING FUNDS THAT ARE NOT UNACCOUNTED FOR ANYWHERE AND VANISHED FROM THE ENDING BALANCE AND BEGINNING BALANCE FOR THE CORRESPONDING STATEMENTS","date_sent_to_company":"2025-05-22T16:49:52.000Z","issue":"Struggling to pay mortgage","sub_product":"FHA mortgage","zip_code":"89120","tags":null,"has_narrative":true,"complaint_id":"13117819","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PENNYMAC LOAN SERVICES, LLC.","date_received":"2025-04-22T21:06:08.000Z","state":"NV","company_public_response":null,"sub_issue":"Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure"},"highlight":{"complaint_what_happened":["In accordance with the Homeowner Protection Act to Remove the mortgage <em>insurance</em> charges 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