{"took":135,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":7,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"6590157","_score":20.727917,"_source":{"product":"Mortgage","complaint_what_happened":"I am a licensed attorney and former Flagstar Bank customer. I had a home mortgage with Flagstar Bank that was obtained in XXXXXXXX XXXX XXXXXXXX. This complaint centers around problems with the Bank 's autopay system -- which apparently many other customers besides myself have had -- resulting in late fees being charged and late payments being reported on my credit, even though : ( i ) autopay had been working properly on my account for over a year; and ( ii ) I had plenty of money in my personal bank account to make the monthly payments. \n\nI. WHAT HAPPENED : Flagstar acquired my mortgage from the original mortgage company within a few weeks after my house sale closed. Shortly after receiving the initial paperwork from Flagstar in XXXXXXXX XXXX XXXXXXXX, I setup an account online via the Flagstar.com website and setup an automatic payment each month, just like I do for all my other loans, credit cards and utility bills. For over a year, everything was fine and my payments went through automatically with no problems. However, in XXXX XXXX XXXX, I got a new job and also switched my primary bank to a local credit union and wanted to use that to make my Flagstar payments. What should have been a simple, bank account change turned into a nightmare lasting for months, resulting in late fees being charged and ( most importantly ) a 60-day late payment notice being reported to the 3 major credit bureaus that is now severely impacting my credit rating. For reference, I have included statements I received from Flagstar during the months of XXXX and XXXXXXXX XXXX XXXXXXXX as Exhibit A with this Complaint. \n\nDuring the timeframe in question I had between {$15000.00} and {$20000.00} in my credit union account ( See, e.g., excerpts from credit union monthly statements included as Exhibit B ). I had ample funds to make the payments in question, but was prevented from doing so by Flagstar 's own systems and practices. In particular, the XX/XX/XXXX payment was missed because I thought that my autopay settings had been updated properly. After I began receiving text messages in early XX/XX/XXXX telling me my payment was overdue, I called into the Customer Service line on XX/XX/XXXX and caught that missing payment up by making a double payment covering both XXXX and XXXX. \n\nI consider this \" late payment '' to be 100 % Flagstar 's fault, due inter alia to numerous problems setting up automatic payments via the Bank 's online autopay system, coupled with confusing and constantly changing instructions posted to the website and a host of other factors. I tried numerous times ( unsuccessfully ) to change the bank account details, but always encountered technical or logistical obstacles caused by Flagstars own systems and polices. I attempted to read the instructions on the Flagstar website on multiple occasions, but still despite having worked in the finance / payments industries was utterly befuddled about what I was supposed to do. \n\nCompounding the problem, Flagstar also miscalculated the time period that I was \" late '' on one of the credit reports ( XXXX ), saying I was \" 60 days '' late when \" 30 days '' would have been more accurate. Specifically, the XXXX XXXX was due on XXXX, and late fees are not assessed until after the XXXX of the month. By making a double payment for XXXX on the XX/XX/XXXX, this should have been listed as 30-days or ( at most ) 42 days past due. However, the XXXX report says \" 60-days late '' which means it was over *2 months* behind, and this is seen as an even worse delinquency by creditors.\n\nII. OTHER PEOPLE SEEM TO HAVE HAD THE SAME CONCERNS : In reviewing online CFPB complaints from other persons during that same timeframe ( Spring/Summer XXXX ) I can see that I am not the only one that had these types of problems with your autopay system. In fact, I reviewed many complaints from this past year that contain facts virtually identical to mine, included several submitted to the CFPB. I have included four ( 4 ) examples here with this submission, collectively labeled as Exhibit C. Some of these complainants have theorized that Flagstar deliberately chose to make the autopay process more difficult, in hopes of generating additional late fees as a away of offsetting lower profit margins due to the historically low interest rates in place since the COVID-19 pandemic. While my loan rate was indeed very low ( 2.75 % ), without sufficient evidence I can not say whether this is or is not true, but I still believe that, at minimum, this situation hits at least one - if not all 3 - UDAAP factors : >> Unfair prong : I incurred substantial injury by being wrongfully charged multiple late fees ( {$66.00} each ) and have also experienced a negative impact ( decrease of XXXX points ) on my credit reports, one of which even describing me as being more \" late '' than I actually was. I was unable to reasonably avoid the injuries because Flagstar 's act ( s ) or practice ( s ) interfered with my ability to effectively make decisions or to take corrective action. In addition, such act ( s ) or practice ( s ) would not be seen as having an offsetting benefit to consumers.\n\n>> Deceptive prong : As mentioned, I received confusing and highly misleading statements ( i.e. instructions ) on the Flagstar website and via telephone support interactions, leading me to believe that autopay on my account was working when in fact it was not. My interpretation would also be considered reasonable under the circumstances, as multiple people in similar situations were complaining about the exact same problems with Flagstar 's autopay system at precisely the same time ( Spring/Summer XXXX ). The misleading statements were \" material, '' in that I would not have allowed the XXXX payment to lapse if I had known that autopay was not configured properly. \n\n>> Abusive prong : The act ( s ) or practice ( s ) in question were also abusive, in that they materially interfered with my ability to protect my interests in using a consumer financial product or service ( i.e. the mortgage loan autopay service ). \n\nSee, e.g., https : XXXX XXXX. PREVIOUS ATTEMPTS TO RESOLVE THE ISSUE WITH FLAGSTAR : Aside from many calls into the Bank 's customer support phone line, I sent in a CREDIT REPORT REVIEWING REQUEST using the form that Flagstar provides for this purpose. The form was sent via fax on XX/XX/XXXX to the fax line listed at the bottom ( XXXX ). I have included both a copy of the submission form and the delivery confirmation showing a successful transmission as Exhibit D. In the form narrative, I explained the situation to the Bank much in the same way that I have done here. I also advised the bank that if the situation was not promptly resolved I would be pursuing additional legal remedies, including but not limited to filing a CFPB complaint ( like this one ) as well as complaints to other agencies, such as the Office of Comptroller of the Currency , Federal Reserve Board and one or more state banking agencies ( e.g. Michigan, New York ), etc. ), or filing a lawsuit against the Bank in state or federal court. I told the Bank that I would not take any action for 30 days from the date of the submission, but requested that the Bank promptly confirm receipt of my fax as soon as they received it, and to get back to me within a month on the larger issues raised. No response has been received, not even just a simple confirmation of receipt and \" we're looking into it '' notice. I can only assume that this is because I am no longer their customer -- my loan was sold a few months ago to another bank -- and I no longer matter to them.","date_sent_to_company":"2023-02-20T04:00:51.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"89108","tags":null,"has_narrative":true,"complaint_id":"6590157","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NEW YORK COMMUNITY BANCORP INC","date_received":"2023-02-20T02:02:37.000Z","state":"NV","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["This complaint centers around <em>problems</em> with the Bank 's <em>autopay</em> <em>system</em> -- <em>which</em> <em>apparently</em> <em>many</em> <em>other</em> customers besides myself have had -- resulting in late fees being charged and late payments being reported on my credit, even though : ( i ) <em>autopay</em> had been working properly on my account for over a year; and ( ii ) I had plenty of money in my personal bank account to make the monthly payments. \n\nI."]},"sort":[20.727917,"6590157"]},{"_index":"complaint-public-v1","_id":"6003971","_score":14.885785,"_source":{"product":"Checking or savings account","complaint_what_happened":"I mobile deposited a check from XXXX for a balance transfer designed for my Huntington Credit card. I spoke with XXXX about the process. They confirmed the process as legit. Huntington put a hold on it on XX/XX/22 which I then contacted Huntington to explain what the check was for with verifiable numbers and dates etc. After a few levels of customer service managers they agreed to reverse any interest incurred for the hold. That was acceptable to me at that point. Two days later I attempted to access my online banking and was receiving errors. I called and first heard an automated system telling me my checking account was XXXX balance. I soon get through to a representative that informs me that my accounts were froze. I had no calls or notice through phone or email that this had been done. Along with my personal access I manage my business access and no longer had access to that as well. That Friday XX/XX/22 I spend a very long time which I can document explaining my problem and attempting to get through to their fraud department. This could have been handled simply if they made any attempt to contact me and verify my information. At the end of Friday I spoke with XXXX an upper level supervisor who still could not help me. He put me through to his boss XXXX voicemail. I never received a call from her. The following week I waited and then I started receiving notifications from autopay set up with other institutions. I also on Tuesday XX/XX/22 at XXXX XXXX received an email telling me the hold on the check was removed. When I called the bank it still showed my account balance as XXXX and I still didnt have online access. When calling again i was told the email I received was auto generated and my accounts still havent been cleared. In the mean time I am trying to go about my days as a busy XXXX and cant spend that much time tied up on the phone. I have records of 40+ minute calls and many others. XX/XX/22 I started my own XXXX XXXX XXXX to which I got an immediate response. That tells me Huntington only cares about what is in the Public eye. Then they will respond. I was then on the phone with managers when the upper manager XXXX finally calls me back 6 days after I left her the original voicemail XX/XX/22. At that point I asked her if she could get me to the fraud department. No. So since I was already on the phone and working with an online person through XXXX I hung up. Apparently a senior customer service person isnt that concerned enough to call until 6 days later. So by the end of XX/XX/22 after 6 hours of attempts I was finally able to get my accounts unlocked by the online person and the phone manager whom is apparently in XXXX charge finally was able to get my online access back. \n\nSince then I have spoken with XXXX In the advocacy department and she was able to reverse interest on the credit card and credit me a couple late fees that occurred from being locked out. \n\nI have asked to be contacted by the VP of operations or the executive in charge of this process. I want a plausible explaination of why this happened in the first place and why there is no direct connection to the fraud department when basically you are being looked at as a criminal. That they absolutely refuse to contact me the consumer and verify any information. I understand fraud is a serious thing but to not have a platform to be able to clear it up in a timely manner is unacceptable. It should have been cleared up on XX/XX/22 or XX/XX/22. My accounts should have never been locked out if I explained what the check was for and had documentation. Every time you call you go through the same verification. Process. I was even willing to go to a branch with multiple ID forms to verify who I am and what I was doing. To have to explain the situation and argue with customer service reps one after the other over and over to get to the next level and and the next is ludicrous. \n\nSo in all this I have spoken to each person as cordially as I could. I explained to each person I understand that they didnt put the system in place but the system is terrible. I was not rude and I thanked each associate along the way because XXXX system put them into those positions. \n\nI would like to reiterate also. The only email communication I received from XXXX was 1 - the email stating the check was held 2 - the checks hold was released. \n\nI in no way was informed of them locking me out of my Business and private checking accounts as well as my savings accounts. I had to figure that out on my own as things happened. \n\nI will continue my work to put out this story until I do get a satisfactory answer, acknowledgment, and apology from the highest operational levels. \n\nI believe I should be compensated above the reversal of interest and return of fees incurred for my time wasted having to fight Huntington to restore my accounts. It would have take simple phone call from the department that handles holds etc to have cleared up the issue before it became an emotionally and time draining two week process. \n\nI started with XXXX XXXX XXXX XXXX Ohio when I was XXXX which then went to Huntington. I have had XXXX mortgages and loans and personal checking and savings for over XXXX years. My wife works at a local credit union as VP of Lending and I never switched from Huntington because of the relationships I have had with lenders and tellers and branch managers. Now I have opened accounts there and am deeply considering dropping Huntington over this uncalled for debacle. \n\nThank you for your consideration. \n\nXXXX XXXX","date_sent_to_company":"2022-09-21T17:06:19.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"444XX","tags":null,"has_narrative":true,"complaint_id":"6003971","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"HUNTINGTON NATIONAL BANK, THE","date_received":"2022-09-21T16:16:28.000Z","state":"OH","company_public_response":null,"sub_issue":"Deposits and withdrawals"},"highlight":{"complaint_what_happened":["I have records of 40+ minute calls and <em>many</em> <em>others</em>. XX/XX/22 I started my own XXXX XXXX XXXX to <em>which</em> I got an immediate response. That tells me Huntington only cares about what is in the Public eye. Then they will respond. I was then on the phone with managers when the upper manager XXXX finally calls me back 6 days after I left her the original voicemail XX/XX/22. At that point I asked her if she could get me to the fraud department. No."]},"sort":[14.885785,"6003971"]},{"_index":"complaint-public-v1","_id":"8034417","_score":14.010442,"_source":{"product":"Debt collection","complaint_what_happened":"I'm experiencing the same problem, but with a different company. Please refer to my cfpb complaint # XXXX dated XX/XX/XXXX where you will find the exact same circumstances that cause this complaint. While I trust the integrity of your filing system, I'll repeat the narrative here from the referenced complaint : \" On or about XXXX XX/XX/XXXX I was notified by my credit union that my checking account had been overdrawn in the amount of {$1100.00}. When I went to the XXXX XXXX to get an explanation I found that XXXX had erroneously charged me for prematurely terminating the terms of my phone lease for 3 phones. This was an error on their part. I had enabled auto-payments for my bill, so they withdrew the funds and left me with the overdraft [ and associated fees ]. When I called XXXX XXXX XXXX to dispute the erroneous charge the representative told me that he wasn't sure why the charge was made ( because I certainly didn't terminate my lease! ). I asked how soon the charge could be returned to my account and he told me it would be 7-10 days. I explained ( that ) their action resulted in the overdraft of my account, and I need that money to pay my rent and other bills. I told him the 7-10 day period was not acceptable, and asked if some type of exception could be made due to it being their error. I told him I was concerned about the erroneous charge refund policy, but more concerned about the situation I was left in due to the error. He told me there was nothing he could do. I again asked if there was some type of exception for me as a XXXX customer, or if there was someone else I could speak with ( escalate the call ), he said no and ended the call. I have been in XXXX XXXX  my entire professional career ( over 35 years ) and [ XXXX ] this interaction was a perfect \" learning opportunity '' for that young man, but apparently that call was not monitored or reported because I was never contacted by anyone in XXXX 's XXXX XXXX leadership. I can not describe th feeling of helplessness. My first action was to terminate the auto-pay to XXXX ( I was also required to submit a stop-payment order for them because they subsequently tried on two occasions to again withdraw those same funds! Is that legal? ). I then had to request a loan to pay my rent which they quickly approved because the representative heard my conversartion with XXXX. Not once did they acknowledge their error, or offer me an apology for the shoddy service I received as a XXXX customer. Some days later I changed my service provider. I was sent communications from two different collection agencies on behalf of XXXX that were disputed through XXXX and invalidated. The results from the dispute with XXXX. XXXX were posted on XX/XX/XXXX, and with XXXX XXXX on XX/XX/XXXX. Today I received communication from XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX, MN XXXX, also on XXXX 's behalf. I am aware that many companies sell debts to collection agencies. In my opinion this company has purchased a \" bad '' debt that has been twice invalidated. I feel XXXX is harassing me with these collection attempts that are a result of their error and terrible of their ( former ) XXXX customer. Can XXXX be compelled to stop these collection attempts? '' Today I'll add Jefferson Capital Systems , LLC ; XXXX XXXX XXXX XXXX, XXXX, MN XXXX XXXX XXXX","date_sent_to_company":"2023-12-20T23:35:27.000Z","issue":"Electronic communications","sub_product":"Telecommunications debt","zip_code":"78251","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"8034417","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CL Holdings LLC","date_received":"2023-12-20T22:02:58.000Z","state":"TX","company_public_response":null,"sub_issue":"Frequent or repeated messages"},"highlight":{"complaint_what_happened":["I'm experiencing the same <em>problem</em>, but with a different company. Please refer to my cfpb complaint # XXXX dated XX/XX/XXXX where you will find the exact same circumstances that cause this complaint. While I trust the integrity of your filing <em>system</em>, I'll repeat the narrative here from the referenced complaint : \" On or about XXXX XX/XX/XXXX I was notified by my credit union that my checking account had been overdrawn in the amount of {$1100.00}."]},"sort":[14.010442,"8034417"]},{"_index":"complaint-public-v1","_id":"9431151","_score":12.1183605,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"On XX/XX/XXXX I went into the Sunwest online payment portal from my cell phone. \n30day Derogatory loan # XXXX XXXX minute over the online payment portal Payment for month XXXX was not processed ( went on at XXXX instead of XXXX ) No disclosure that the online payment system is not available after XXXX est on any day or on the last day of the month. \nI was unaware until I applied for a refi at 62 % XXXX WITH {$120.00} cash out XXXX 12 % Debt to Income with new refi No late history No awareness of the portal not available same day after a certain hour Advised more than once that I am unable to schedule a payment online unless done as auto pay or on the XXXX of the month. \nHave updated and paid in advance XXXX months in a row since XX/XX/XXXX Made more than 4 attempts to reach leadership and still nothing from a phone call or email ( leadership with Sunwest is unwilling to give their time ) ; the service and mortgage departments have both been very helpful and fair unfortunately leadership does not seem to have the same quality of service as the departments customers speak with. \nI requested a callback from leadership on XXXX \nXX/XX/XXXX I called Sunwest again and was told my second concession request was denied and that they are not able to provide a response on the specific reason other than I pay on the XXXX of each month- this was communicated to them twice as to why and was changed. \nI also provided 3 months of bank statements pre and post XXXX ; XXXX to show funds clearly were available. \nAsked for someone in the leadership team to call me on XX/XX/XXXX / XX/XX/XXXX - told a XXXX would receive a XXXX request and I might get a call but no one could validate the request or verify when. \nThis is clearly deceptive service and a lack of transparency and communication. \nThe derogatory should be removed as this was not a special circumstance but an obvious problem with the portal and no disclosure of the time period for sane day transactions According to leadership in the service dept I logged on at XXXX EST. I submitted my payment and closed my laptop.. I have made my payment towards the end of each month online as I do not receive a paper statement and I am oftentimes flying I travel often and have asked Sunwest over the last 20 months of perfect history and no 30 day lates many times if I could pay online without doing automatic payments and was told. NO every time. On XX/XX/XXXX I made another payment which was out of character as I always pay online around the XXXX ( paying the after the XXXX {$300.00} fee ) and never asked for any concessions- on XX/XX/XXXX I did this as I was working with XXXX XXXX I want to install XXXX XXXX and XXXX advised to pay the day we spoke on XX/XX/XXXX. Not thinking anything of it I later did an online application for a mortgage refinance with Sunwest my existing mortgage company on XX/XX/XXXX. I wanted to do a refi and take approx $ XXXX with. Rate reduction possibility to do my roof still stay with my longtime lender I was advised on XX/XX/XXXX I was late 44 days for the month of XXXX - note I had more than enough in my bank ( which I provided XXXX ) 3 months of banking statements- I expressed confusion as I was not aware of this. I was advised I logged in at XXXX instead of XXXX. I was told the portal shuts off at XXXX XXXX ( XXXX ) min before I was obviously upset explaining I was not aware of this and this is not disclosed anywhere on their website and service portal.. I was advised that I could send a concession request for a one time consideration to remove this as I have never once been late Sunwest Loan # XXXX for {$2800.00} at XXXX with a balance of {$270000.00}. \nNever late/ always online portal/ no awareness of the portal for payment shutting down at XXXX- which would be XXXX XXXX as that is where Sunwest is located. This is not listed anywhere on the website I do not receive a paper statement and I did not have any information other than I had to pay online the same day instead of making a scheduled payment online ( as I have asked for many times over ) I am now scheduling because a success manager was kind enough to help me find the location on the bottom of the portal below all XXXX as even he could not find it at first. The calls are recorded and the scheduled payment not using autopay was advised to me more than once ( THIS IS NOT AN OPTION IS IT IS NOT ON THE XXXX OF THE MONTH OR AUTOPAY ) I make my payments when I fly back home and this towards the end of the month. That XX/XX/XXXX payment was made and attempted on XXXX - XXXX did not receive an email otherwise or a receipt of payment and do not always receive a receipt of payment so I thought nothing of it and assumed it was paid as it is paid every single month never late I have never asked for any special treatment only a FAIR REQUEST TO MAKE A XXXX TIME CONCESSION TO ALL THREE CREDIT BUREAUS to remove to derogatory mark I not only corrected this but have made an additional payment and an advance payment for XX/XX/XXXX I provided SWMC leadership 3 months of bank statements to clearly support there is more than enough in the bank consistently to make my payments without any concern or risk assessment and I have never asked for this request nor needed to Given I was never informed of the XXXX min rule regarding the portal for payments/ since I was XXXX minute over the acceptance of my payment online- if I was I would have called and made a payment via the automated XXXX if that is an option but I am not sure if it is/ but commonly that would be the normal process/ as it would be normal to pay online even after the bank is not open with employees That is apparently the reason the portal shuts down/ the company is closed - NO DISCLOSURE ONLINE OF PAYMENT ONLINE CUTOFF/ WAS ADVISED MORE THAN ONE TIME I COULD NOT SCHEDULE ONLINE PAYMENTS UNLESS IT IS AUTO PAY OR SCHEDULED ON THE FIRST OF THE MONTH. No NOTICE AFTER THIS OCCURRED EVEN AFTER I APPLIED FOR THE REFI ONLINE UNTIL I SPOKE TO A LOAN OFFICER AT SUNWEST ( he was even surprised they didnt give me a concession ) as this was so obvious and my history and behavior is so consistent I provided income support data remove any concern I have never been on my current loan listed with Sunwest and I have always paid the fee of almost {$300.00} each month never asked for a refund as I pay usually after the XXXX - I did this because I was told I could. Not schedule an advance date online - I could only schedule for auto pay or on the XXXX of the month and I ask on calls that are recorded. I have been a longtime customer and am trying to keep business with Sunwest which my income Debt to income with a new refi and cash out $ XXXX ~ XXXX is 14 % and my Loan to Value would be approximately 62 %. This is not a special request to give me the XXXX time concession on this 30 day derogatory mark on all three credit bureaus reflective of XX/XX/XXXX / which I apparently was XXXX MINUTE over the acceptance on the online portal to pay and unaware this rule existed nor is it disclosed online- This is a fair and reasonable consumer request/ I have escalated twice and been denied for no other reason than I always pay towards end of each month. I have already changed this and have pre scheduled my payment to avoid this after a service success manager helped to find the access to this option as it is not listed next to the payment section- and I was advised over and over on the phone previously this was not something that could be done Please assist to correct and remove this clearly deceptive attitude towards what is obviously a violation of the FCRA and I have no late payment history with loan # XXXX with Sunwest Mortgage XXXX have never asked and a, not asking for special treatment only a reasonable and more than fair request to concede and remove the derogatory from all three credit bureaus as this is more than obvious and more than fair given my income provided, my updated payments and my history with this loan along with my online behavior every month and the same method every single time XXXX minute over a portal payment system is not a reasonable way to conduct good service and satisfaction to any customer and no disclosure online on their website is a clear indication that they are failing to deliver the service and the needs of their customers in terms of concise and accurate information This is not only a bad service practice but frankly a deceptive service gap..,, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX SUNWEST LOAN XXXX XXXXXXXX","date_sent_to_company":"2024-07-05T08:37:42.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"33351","tags":null,"has_narrative":true,"complaint_id":"9431151","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SUN WEST MORTGAGE COMPANY, INC.","date_received":"2024-07-05T08:08:58.000Z","state":"FL","company_public_response":null,"sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["This is not a special request to give me the XXXX time concession on this 30 day derogatory mark on all three credit bureaus reflective of XX/XX/XXXX / <em>which</em> I <em>apparently</em> was XXXX MINUTE over the acceptance on the online portal to pay and unaware this rule existed nor is it disclosed online- This is a fair and reasonable consumer request/ I have escalated twice and been denied for no <em>other</em> reason than I always pay towards end of each month."],"product":["Credit reporting or <em>other</em> personal consumer reports"]},"sort":[12.1183605,"9431151"]},{"_index":"complaint-public-v1","_id":"9430842","_score":12.1183605,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"On XX/XX/XXXX I went into the XXXX online payment portal from my cell phone. \nXXXX Derogatory loan # XXXX XXXX minute over the online payment portal Payment for month XXXX was not processed ( went on at XXXX instead of XXXX ) No disclosure that the online payment system is not available after XXXX est on any day or on the last day of the month. \nI was unaware until I applied for a refi at 62 % XXXX WITH {$120.00} cash out refi 12 % Debt to Income with new refi No late history No awareness of the portal not available same day after a certain hour Advised more than once that I am unable to schedule a payment online unless done as auto pay or on the 1st of the month. \nHave updated and paid in advance XXXX months in a row since XX/XX/XXXX Made more than XXXX attempts to reach leadership and still nothing from a phone call or email ( leadership with XXXX is unwilling to give their time ) ; the service and mortgage departments have both been very helpful and fair unfortunately leadership does not seem to have the same quality of service as the departments customers speak with. \nI requested a callback from leadership on XXXX \nXX/XX/XXXX I called XXXX again and was told my second concession request was denied and that they are not able to provide a response on the specific reason other than I pay on the XXXX of each month- this was communicated to them twice as to why and was changed. \nI also provided 3 months of bank statements pre and post XXXX ; XXXX to show funds clearly were available. \nAsked for someone in the leadership team to call me on XX/XX/XXXX / XX/XX/XXXX - told a XXXX would receive a XXXX request and I might get a call but no one could validate the request or verify when. \nThis is clearly deceptive service and a lack of transparency and communication. \nThe derogatory should be removed as this was not a special circumstance but an obvious problem with the portal and no disclosure of the time period for sane day transactions According to leadership in the service dept I logged on at XXXX XXXX. I submitted my payment and closed my laptop.. I have made my payment towards the end of each month online as I do not receive a paper statement and I am oftentimes flying I travel often and have asked XXXX over the last 20 months of perfect history and no 30 day lates many times if I could pay online without doing automatic payments and was told. NO every time. On XX/XX/XXXX I made another payment which was out of character as I always pay online around the XXXX ( paying the after the XXXX {$300.00} fee ) and never asked for any concessions- on XX/XX/XXXX I did this as I was working with XXXX XXXX I want to install XXXX XXXX and XXXX advised to pay the day we spoke on XX/XX/XXXX. Not thinking anything of it I later did an online application for a mortgage refinance with XXXX my existing mortgage company on XX/XX/XXXX. I wanted to do a refi and take approx $ XXXX with. Rate reduction possibility to do my roof still stay with my longtime lender I was advised on XX/XX/XXXX I was late 44 days for the month of XXXX - note I had more than enough in my bank ( which I provided XXXX ) 3 months of banking statements- I expressed confusion as I was not aware of this. I was advised I logged in at XXXX instead of XXXX. I was told the portal shuts off at XXXX XXXX ( XXXX ) min before I was obviously upset explaining I was not aware of this and this is not disclosed anywhere on their website and service portal.. I was advised that I could send a concession request for a XXXX time consideration to remove this as I have never once been late XXXX Loan # XXXX for {$2800.00} at XXXX with a balance of {$270000.00}. \nNever late/ always online portal/ no awareness of the portal for payment shutting down at XXXX- which would be XXXX XXXX as that is where XXXX is XXXX. This is not listed anywhere on the website I do not receive a paper statement and I did not have any information other than I had to pay online the same day instead of making a scheduled payment online ( as I have asked for many times over ) I am now scheduling because a success XXXX was kind enough to help me find the location on the bottom of the portal below all XXXX as even he could not find it at first. The calls are recorded and the scheduled payment not using autopay was advised to me more than once ( THIS IS NOT AN OPTION IS IT IS NOT ON THE XXXX OF THE MONTH OR AUTOPAY ) I make my payments when I fly back home and this towards the end of the month. That XX/XX/XXXX payment was made and attempted on XXXX - XXXX did not receive an email otherwise or a receipt of payment and do not always receive a receipt of payment so I thought nothing of it and assumed it was paid as it is paid every single month never late I have never asked for any special treatment only a FAIR REQUEST TO MAKE A XXXX TIME CONCESSION TO ALL THREE CREDIT BUREAUS to remove to derogatory mark I not only corrected this but have made an additional payment and an advance payment for XX/XX/XXXX I provided XXXX leadership 3 months of bank statements to clearly support there is more than enough in the bank consistently to make my payments without any concern or risk assessment and I have never asked for this request nor needed to Given I was never informed of the XXXX min rule regarding the portal for payments/ since I was XXXX minute over the acceptance of my payment online- if I was I would have called and made a payment via the automated XXXX if that is an option but I am not sure if it is/ but commonly that would be the normal process/ as it would be normal to pay online even after the bank is not open with employees That is apparently the reason the portal shuts down/ the company is closed - NO DISCLOSURE ONLINE OF PAYMENT ONLINE CUTOFF/ WAS ADVISED MORE THAN XXXX TIME I COULD NOT SCHEDULE ONLINE PAYMENTS UNLESS IT IS AUTO PAY OR SCHEDULED ON THE FIRST OF THE MONTH. No NOTICE AFTER THIS OCCURRED EVEN AFTER I APPLIED FOR THE REFI ONLINE UNTIL I SPOKE TO A LOAN OFFICER AT XXXX ( he was even surprised they didnt give me a concession ) as this was so obvious and my history and behavior is so consistent I provided income support data remove any concern I have never been on my current loan listed with XXXX and I have always paid the fee of almost {$300.00} each month never asked for a refund as I pay usually after the XXXX - I did this because I was told I could. Not schedule an advance date online - I could only schedule for auto pay or on the XXXX of the month and I ask on calls that are recorded. I have been a longtime customer and am trying to keep business with XXXX which my income Debt to income with a new refi and cash out $ XXXX ~ XXXX is 14 % and my Loan to Value would be approximately 62 %. This is not a special request to give me the XXXX time concession on this 30 day derogatory mark on all three credit bureaus reflective of XX/XX/XXXX / which I apparently was XXXX MINUTE over the acceptance on the online portal to pay and unaware this rule existed nor is it disclosed online- This is a fair and reasonable consumer request/ I have escalated twice and been denied for no other reason than I always pay towards end of each month. I have already changed this and have pre scheduled my payment to avoid this after a service success XXXX helped to find the access to this option as it is not listed next to the payment section- and I was advised over and over on the phone previously this was not something that could be done Please assist to correct and remove this clearly deceptive attitude towards what is obviously a violation of the FCRA and I have no late payment history with loan # XXXX with XXXX XXXX  XXXX have never asked and a, not asking for special treatment only a reasonable and more than fair request to concede and remove the derogatory from all three credit bureaus as this is more than obvious and more than fair given my income provided, my updated payments and my history with this loan along with my online behavior every month and the same method every single time XXXX minute over a portal payment system is not a reasonable way to conduct good service and satisfaction to any customer and no disclosure online on their website is a clear indication that they are failing to deliver the service and the needs of their customers in terms of concise and accurate information This is not only a bad service practice but frankly a deceptive service gap..,, Sincerely, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, FL XXXX XXXX  XXXX XXXX XXXX XXXX XXXX # XXXX","date_sent_to_company":"2024-07-05T08:37:49.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"33351","tags":null,"has_narrative":true,"complaint_id":"9430842","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2024-07-05T08:37:48.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["This is not a special request to give me the XXXX time concession on this 30 day derogatory mark on all three credit bureaus reflective of XX/XX/XXXX / <em>which</em> I <em>apparently</em> was XXXX MINUTE over the acceptance on the online portal to pay and unaware this rule existed nor is it disclosed online- This is a fair and reasonable consumer request/ I have escalated twice and been denied for no <em>other</em> reason than I always pay towards end of each month."],"product":["Credit reporting or <em>other</em> personal consumer reports"]},"sort":[12.1183605,"9430842"]},{"_index":"complaint-public-v1","_id":"9066880","_score":7.523982,"_source":{"product":"Mortgage","complaint_what_happened":"We purchased a home the end of XXXX, with first payment due in XXXX.   We paid that - the loan was transferred to Fay for servicing and it has been an absolute nightmare.   The email threads below don't include the ridiculous amount of time my husband and I have also spent on the phone working to resolve this issue.\n\nWe have proof of, and have shared, that every single payment has been made and NO one can seem to get our account resolved.  This past month, they withdrew a double payment - without our consent - which puts us ahead a pyemnt and our new statement shows another double payment to be pulled.\n\nWhat rights do we have as a consumer?  this has been the most awful experience we have ever had in about 20 mortages that we have had.\n\nWe have no rights - and continue to be harassed, and it is completely on us to keep on it to be sure it is being resolved - you can see that no progress has been made since XXXX.   it is appalling.\n\nWe need someone to hold Fay Servicing accountable.   They should not be allowed to be in a consumer businessXXXX XXXX XXXX XXXX:\nYour loan for property address XXXX was set up for servicing with Fay Servicing. Your auto payment was activated with a draft on the XXXX of each month.\n \n\nXXXX XXXX XXXX: \nI was finally able to set up the account.\n \nHowever, a payment still hasnt pulled.\n \nThe communication said it would be auto-drafted like before, so I want to confirm I do not need to do anything with the payment, as that will be sorted out?\n\nXXXX XXXX XXXX: \nApologies for the delay, yes that is correct, no action is needed on your end at this time. We are still working with Fay to have this issue resolved and will let you know once this has been completed. XXXX XXXX XXXX:\nThis has not been a smooth transition.   As you know, we have been in communication with you the entire time.  We have now received a letter from Fay stating if we are not current by the XXXX XXXX XXXX,  they will start foreclosure proceedings. \n \nWe have had three payments deducted from our account since XXXX.  It does not look as if Fay knows about the XXXX payment.   The statement we received does not show our XXXX payment  therefore, our last payment withdrawn on the XXXX XXXX XXXX, doesnt show as the XXXX  payment because they applied it to a previous payment.   which we paid to the previous company.  So, we now show XXXX days late on our last payment and XXXX days overdue on our April payment.\n \nWith the 2 payments withdrawn last week, we are current. I just tried to call and talk to someone, but they are not open yet and I am soon heading out for appointments for today. Who do we talk to get this resolved? XXXX XXXX XXXX:  \n\nWho do I need to talk to that can respond and resolve?   I have major concerns, considering the letter we received threatening foreclosure.   Please advise.\n\n_____\nWe are very sorry about your experience with this transfer. We have been working closely with Fay for the last month on this issue. It should have been solved much sooner, but only today we received a confirmation that all reconciliations were done and the correct payments should be posted this week.\n \nWe are making sure your loan performance will not be affected. If you notice anything is wrong, please let us know.\n \nThank you very much for your patience on this matter. XXXX XXXX XXXX: We just received a phone call from Fay informing us our XXXX  payment is late.\n \nThis is beyond frustrating.\n \nWho do we need to talk to for this to get resolved?  \n\nXXXX XXXX XXXX: Thank you for the update. We were informed on Friday that the reconciliation of our wire to Fay was completed and the XXXX  payment was applied to your loan. Also, we were informed that the XXXX  and XXXX  payments were pulled through ACH.\n \nSince you are indicating this is not the case, can you please clarify if the XXXX  payment was not pulled from your account or if it was pulled and applied toward previous month? \n \nOnce again, we apologize for any inconvenience this may have caused. XXXX XXXX XXXX: The XXXX  and XXXX  payments were made by ACH. I did this and setup recurring payments when I was on the phone with them. This was done within XXXX hours of finally receiving access to their online portal. I believe that was a few weeks back already. Maybe late XXXX  when I spoke with them. \n \nThey told me then that the XXXX  payment hadnt been paid. I shared that XXXX and Fay were working through it, and that our loan wasnt the only one affected. \n \nThey must have applied those two payments as XXXX  and XXXX  because we were Past due in their system. Apparently, we still show asPast due, hence the collection call this morning stating XXXX  has yet to be received. They have previously threatened foreclosure proceedings. The agent likely would have gone there again had I given him the chance.\n \nI stated that it is on them to work with Fay and that we were told the reconciliation has occurred. Please confirm with Fay on copy so this can all be put to bed. I also want confirmation that this has not and will not be reported to any credit agencies, there have been XXXX  fees for late payments, or changed the way payments were applied/credited - interest vs. principal.\n \nThis is upsetting, we've never been threatened with foreclosure. We have never had a late payment on a mortgage ever. Further, our loan docs state all payments will be pulled automatically. \n \nHaving said that, we acted immediately when notified of the change to the loan servicer.\n \nThis should probably be reported to the XXXX or under the fair credit act. We are at the edge of harassment between the calls for collection and foreclosure threat. I'm now considering legal action as we were never behind, delayed or negligent in this process. \n \nWe've done nothing that warrants this type of behavior. This is incompetence between XXXX  and Fay. XXXX XXXX XXXX: XXXX and Fay,\n \nI just received a call from Fay servicing, A courtesy call, reminding me of the importance of paying my past-due balance online or over the phone.\n \nMy email from two days ago to XXXX  has gone unanswered. Due to XXXX  and Fay's harassment and incompetence, I will start calling real estate and foreclosure attorneys tomorrow at XXXX  EST. At this point, take the house. Im not answering any more phone calls about collection, foreclosure or past due balances.\n \nYour prompt action in this matter is expected as I am moving to the next steps on our end. Weve made every payment. XXXX XXXX XXXX: \nWe are continuing to work with Fay on solving this issue. Last week we were informed that everything was solved, but now we see it was not.\n\n \n\nWe escalated the issue as far as we could and expect some updates this week.\n\n \n\nYour frustration is understandable, and we are very sorry for this. We are doing everything we can to make sure this situation will not impact you in the future.\nXXXX XXXX XXXX: I received advice to help you all reconcile our account. Somehow, your troublesome handoff has become my problem. Here is the timeline and screenshots from our business account statements showing we are not past due:\n\n\nWe closed in late XXXX, with our first payment due in XXXX.\nWe paid our first payment on XXXX through ACH to XXXX XXXX (I assume that is XXXX  unless you bought the loan from XXXX XXXX) in the amount of XXXX.\nXXXX  notified us that our loan had been sold and that the new servicer (Fay) would send us information to set up an account. However, per the loan documents, payments would continue to be withdrawn through ACH.\nPayments did not continue as was communicated.\nWorse, account setups were delayed. We were assured no late charges or penalties would be accrued while they worked to onboard the loans\nIn late XXXX  or XXXX XXXX,  we finally received access to Fay and immediately paid both XXXX  and XXXX  payments. XXXX XXXX is on copy from Fay as she set up our recurring payment and also made a one-time payment for XXXX. The payments were paid on XXXX  (XXXX  payment) and XXXX (XXXX  Payment).\n\nWe are setup on autopay. All future loan payments will be processed on time unless Fay also sells the loan and I get to do this all again. How is your accounting problem my problem? ABOVE IS THE EVIDENTIARY PROOF THAT WE ARE CURRENT WITH ALL PAYMENTS. ALL PARTIES, CONFIRM RECEIPT OF THIS EMAIL AS EVERYONE HAS STOPPED RESPONDING. FAY SPECIFICALLY, CEASE ALL DAILY COURTESY CALLS ASKING FOR PAST DUE PAYMENT AND THREATENING FORECLOSURE. CONFIRM IN WRITING THAT WE ARE NOT PAST DUE AND THE RECONCILIATION HAS BEEN CONFIRMED. XXXX XXXX XXXX: Thank you XXXX, how does XXXX  reconcile with Fay? Fay calls me every day because of a past-due account.\n \n\nFay, your daily calls should go to XXXX, from whom you bought the loan.\n\n \n\nIve provided the history showing that we are current. There have been three loan payments due and three loan payments. XXXX XXXX XXXX:   \n\nWe do not have a direct contact to provide to you.\n\n \n\nYou can communicate with Fay directly in your Portal via their direct chat, or call their Customer Service number XXXX XXXX and ask to speak with a manager to escalate.\n\n\n\nWe are again extremely sorry for this inconvenience.\n\n\nOn XXXX, XXXX XXXX XXXX XXXX XXXX XXXX,\n\n \n\nDo you have a contact with Fay? The two copied here dont respond.\n\n \n\nFay calls me every day for collection. This is harassment. XXXX XXXX XXXX:Fay informed us that you need to make your XXXX  payment to be current. This payment was not autodrafted according to them.\n\n \n\nPlease do the following to confirm if this is correct information:\n\nReview the bank account you provided to us for payments and confirm how many payments have actually been drafted from Fay. \nLogin to your Fay Portal, click into Payment section, check Actual Due Date and Next Draft Date.\n \n\nIf you do this, and you see that 2 payments have been drafted from your account, and Actual Due Date shows XXXX  with Next Draft Date showing XXXX, then we would highly suggest you make a manual payment in your Fay portal for XXXX.\n\n \n\nWith the boarding issue some payments were not autodrafted as expected and manual payments need to be made, and this appears to be the case with your account. For you to be current with the account, you would have had 3 payments drafted (XXXX XXXX XXXX). We are thinking only 2 were drafted. \n\n \n\nBut we need you to confirm as that's our only visibility into what you've actually been charged vs what we are getting from Fay.\nXXXX XXXX XXXX: Again, here is the evidence I have already provided in this thread. You can see two payments have been made to Fay Servicing on XXXX (XXXX) and XXXX (XXXX). Fay Servicing is listed in the transaction from our bank account.\n\nWhat more could I show to Fay? We didnt get access to their system till the end of XXXX. I was on the phone with XXXX XXXX, copied, from Fay Servicing. They dont care and wont reply in writing. They call me daily as a Courtesy call to let me know I can pay by phone or online. The initial Payment for XXXX  was made on XXXX to XXXX XXXX. Ive had three payments due and three payments made.\n \n\nThe screenshots and history are already in this thread. I sent it on XXXX, and you confirmed receipt. Guess who didnt  the two Fay contacts copied on this email.\n\n\nMy account shows past due. I will not be making an extra payment for the incompetence of the handoff between XXXX  and Fay. I have shown three payments for XXXX XXXX and XXXX. Fay claims we are a payment behind and that XXXX  was never reconciled. They posted my two payments as XXXX  and XXXX  because they cant reconcile XXXX  as paid. Id like a conference call with Fay and XXXX  scheduled for this week. I cant believe the collective incompetence has fallen on me to prove were not in arrears. XXXX XXXX XXXX:  Thank you for sending this again. \n\n\nIf nothing has changed since our last conversation when you provided this, and the two payments drafted by Fay were not reversed and they fully posted with your bank, then the information we just recently received from Fay appears incorrect.\n\n \n\nWe will again pass this along to them.\n\n_____\nFay Servicing sits silent.\n\n\nThose screenshots were from XXXX. They have posted to our bank account as the XXXX was 20 and 22 days after the payments were drafted.\n\n \n\nThe payment in XXXX  to XXXX XXXX, is that XXXX, or has our loan been sold twice already? Either way, has it been reconciled? This is super frustrating. \n__\nXXXX XXXX  parent company is XXXX, they are one in the same. The XXXX  payment was made to us (XXXX XXXX) and Fay should have reconciled it. We have provided everything they need to do this.\n__\nHow are we doing on this? Can we schedule a call so this can be resolved?\n\n\nYesterday, I received my daily call again from Fay. I even had a voicemail from XXXX, who is copied on all these messages but wont reply. Im not getting on a collections call when I am not past due.\n\n \n\nThis is the strangest thing. Ive shown that we are current, I continue to get harassed, and there appears to be no recourse as the consumer who has done everything required of me.\n____\nWe just got off of a call with Fay and we walked through your loan specifically. Fay gets the issue completely and realizes it's for them to fix, and they are. We have one more call scheduled tomorrow morning to close the loop and we have every reason to believe your loan will be brought to resolution by the end of the week. We know the calls and being treated like you've done something wrong is extremely frustrating when you've done everything you can. We are sincerely sorry for this situation and will provide another update to you in the morning. _____\nXXXX: Spoke to Fay again this morning. Your account should be resolved by Tuesday next week. We have one more call with Fay that morning to wrap this up!\n\n \n\nOne thing, your XXXX  payment might not autodraft and a manual payment might need to be made. \n\n \n\nWe will touch base with you Tuesday after the meeting with Fay for final confirmation on that.\n__\nFay is still working on the corrections. We have reached out this morning for an update and they said they will update us by end of day.\n\n\nWe will continue following up with them and updating you on when your loan is corrected, and next steps (ie manual payment for XXXX  possibly).\n___+\nOur XXXX  payment has not been withdrawn. What is happening at Fay? XXXX XXXX setup our auto pay at the end of XXXX  and it pulled XXXX  in addition to the manual payment she also made for XXXX. We are overdue an update.\n\n___\nFay has now auto-drafted XXXX payments for the month of XXXX   vs the one that is owed for XXXX.\n\nWe still do not owe for XXXX  since we paid it.\n\n\nI have no words for how badly our account and this transition has been mishandled.\n\n\nI would like to know how Fay can pull a double payment without our authorization?  \n\n__\nXXXX, is there another servicer option? This is beyond unacceptable. If they won't call you back that is a problem. They won't respond to email even though this should be an open case. \n\n \n\nIm not calling XXXX  for two reasons. One, I don't need him to explain to me how things work again. Two, this isn't my fault but has become my problem. This is far from our first loan and servicing company, but it is by far the worst. They are a collections company and treat us like so. \n \n\nThere is something exceptionally wrong with what is happening here. Id like to know how Fay has drafted two months of payments today. They just pulled an amount of XXXX. Now we are a payment ahead. We weren't notified and now need to transfer money into that account. Thankfully we noticed this UNAUTHORIZED double draft. \n\n \n\nI'm beyond frustrated, I'm exasperated! We're a month and a half into getting this resolved and somehow it's getting worse.\n\n__\nI cannot express how sorry we are for this situation. If I were in your shoes I would be exasperated as well.\n\n \n\nWe reached out to Fay this morning and once again reiterated that you are not due for any payments except XXXX  (they know this and have confirmed they know this on our calls). We told them to refund the additional payment.\n\n \n\nAll I can think is the left hand doesn't know what the right hand is doing and the information we are relaying to them and they are confirming they know and will correct is not making it to their payments department.\n\n \n\nThis is not an excuse, I am just trying to think how this could have happened.\n\n \n\n\nPlease know we are doing everything we can. \n\n__\nHowever, the lack of urgency or frankly willingness to engage by Fay is concerning. 45 days is far too long to still be addressing a simple reconciliation.\n\n \n\nWe have provided evidence that we were current. We had setup autopay (Which didnt draft as scheduled in XXXX), and now Fay has somehow drafted a double payment without any communication or AUTHORIZATION. Had XXXX  not caught this, other payments would have bounced. In addition to the unscheduled, unauthorized, double payment, we would also be charged with overdraft and additional fees for each occurrence until we caught this or were notified. \n\n \n\nI cant work with a company like Fay who makes it out like were a criminal, skipped payments and has us in collection. Weve done everything asked of us and demonstrated that we are current. \n\n \n\nI am formally requesting the servicing of this loan be put through another servicer and the additional payment be returned to us immediately.\n__\nWhere does this stand? Yesterday, when we logged into our Fay account, it showed four reversals, one each for XXXX, XXXX, XXXX, and XXXX. As of today, no funds have actually been returned to us. What is happening?\n__\nWe reached out to Fay for an update on this yesterday. We reiterated that the additional payment needs to be refunded/reversed. We are waiting for their response, but they did acknowledge our original request regarding the double payment so they are aware and working on it.\n \nAs for the reversals in your account, this is confusing, yes. I'm not sure what it means exactly and have seen other accounts with odd activity as well. I would go by the Payment section Actual Due Date and Next Draft Date, and also keep checking your bank for the reversal.\n \nI know none of this is ideal. \n \nAs far as XXXX  and Fay contacts, I'm not sure what you're referring to, but XXXX  and XXXX  are the XXXX  contacts for this issue.\n\n___\nWe requested Fay to return the funds on XXXX XXXX. After that, we followed up a few more times. I am following up again right now.\n \nI am very sorry you are experiencing this situation. We would like to solve this as much as you. We will keep working with you and Fay until it is fixed.\n \nPlease keep us updated, because we do not have any other way to get accurate information.\n__\nSince XXXX  received our XXXX  payment and Fay is unresponsive to your inquiries and ours. How about XXXX  refund our XXXX  payment? The XXXX  payment has always been the issue from what I can gather between Fay and XXXX.\n \nNow that Fay pulled a double payment we are caught up (On their books) if you refund the XXXX  payment.\n \nThis shouldnt be this hard, nor should it take this amount of time. XXXX  has contracted with Fay, a collection company, and not a loan servicer. Their systems, customer service, and team consistently demonstrate how they are inadequately prepared to service our loan. \n \nI am again asking someone return our overpayment and additionally, we are requesting a different loan servicer again. Representatives of Fay are on this email, but there will be no response and Ive received no update from XXXX  or anybody at Fay in over 3 weeks.\n \nEven if we get this figured out, XXXX  moves on and were stuck with them. What happens when something goes wrong again? Its clear it will happen. Look at our account. We now show four payment reversals.  What could possibly be going on that they have it this messed up?\n \nWhat are XXXX  standards for how a customer should be treated? What are XXXX  expectations for how quickly their partners (Fay) should respond? This needs to continue to be elevated until Fay realizes XXXX  will move their business.\n \nIt is clear as a collection company, they dont believe or care that our account is now not just current as it has always been, but now in an overpayment situation because they pulled a double payment. They did this due to how their auto pay system works. \n \nFay, pull the recording from when XXXX XXXX setup my auto pay. You will hear me object to most of what I was asked to agree to with adjusting interest rates and other bogus topics when we have a fixed rate loan. \n \n____\nFay is not responding and is incapable of fixing our account. We now show no payments made as all are reversed (Nothing has actually been returned though). Weve paid XXXX XXXX XXXX, and a double payment in XXXX   weve paid five payments for the four that have been due.\n \nOur online Fay account is locked out for any action from us. We have not received our unauthorized double payment back, and worse, we just received a bill in the mail for XXXX  showing another double payment due. I have no words for how badly Fay manages our account.\n \nI would like someone to talk with who can move this to another loan servicer, reconcile our account, and return our overpayment. We have been at this for two months now. What is the problem? If Fay wont respond to XXXX, who must we talk with?\n\n___\nFrom the last communication we received from Fay, they acknowledged that there was a systemic posting issue on your account, and it was escalated to the system maintenance team. This explains why your account is locked, they are doing correction work there.\n \nXXXX, a co-founder of XXXX  will give you a call later to answer your questions.\nI am preparing a memo for him about your situation.\n \nPlease let me know if there are other questions. \n___\nXXXX XXXX:  I did not hear from XXXX  yesterday, and we still have an overpayment with another double payment scheduled for XXXX, according to our latest statement received yesterday. Will XXXX  be able to help us? Fay does not respond, assuming that is why they have also been removed from the email string. Fay Collections is who XXXX selected to service the loan.\n \nWe are stuck, have been stolen from, harassed, and have no resolution in sight.","date_sent_to_company":"2024-05-21T14:28:59.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"33913","tags":null,"has_narrative":true,"complaint_id":"9066880","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Fay Servicing, LLC","date_received":"2024-05-21T13:41:01.000Z","state":"FL","company_public_response":null,"sub_issue":"Payment process"},"highlight":{"complaint_what_happened":["We had setup <em>autopay</em> (<em>Which</em> didnt draft as scheduled in XXXX), and now Fay has somehow drafted a double payment without any communication or AUTHORIZATION. Had XXXX  not caught this, <em>other</em> payments would have bounced. In addition to the unscheduled, unauthorized, double payment, we would also be charged with overdraft and additional fees for each occurrence until we caught this or were notified."]},"sort":[7.523982,"9066880"]},{"_index":"complaint-public-v1","_id":"12759789","_score":6.5736094,"_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":["<em>Apparently</em> 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 <em>many</em> issues with this card. 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