{"took":109,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":14,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"5079652","_score":23.00172,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I rolled my debt into freedom debt relief. I was impressed by the agent XXXX XXXX, I explained in a hardship situation, may have issues down the road with payments. He unequivocally stated it wouldnt be an issue. \nIm in a worse crisis with my sickly mom and freedom has not paid a dime to my creditors, I even was sued by XXXX XXXX XXXX and lost. \nTheir attorney told me freedom was my power of attorney. \nI cant give them more money I dont know what to do. \nIm in a heinous XXXX XXXX XXXX XXXX situation also financial abuse and have been musing payments I call but I cant continue. I am single not that well and scared to death. \nThey didnt even know I was sued info I found out in XXXX after a few things didnt add up. \nI was current then Im totally blown away now I see thieve had problems in the past. Please call XXXX I have to find another company.","date_sent_to_company":"2022-01-06T15:23:45.000Z","issue":"Fraud or scam","sub_product":"Credit repair services","zip_code":"14626","tags":null,"has_narrative":true,"complaint_id":"5079652","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FREEDOM FINANCIAL NETWORK","date_received":"2022-01-06T15:10:14.000Z","state":"NY","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I was impressed by the agent XXXX XXXX, I explained in a <em>hardship</em> situation, may have issues <em>down</em> the <em>road</em> with payments. He unequivocally stated it wouldnt be an issue. \nIm in a worse crisis with my sickly mom and freedom has not paid a dime to my creditors, I even was sued by XXXX XXXX XXXX and lost. \nTheir attorney told me freedom was my power of attorney. \nI cant give them more money I dont know what to do."],"company":["FREEDOM <em>FINANCIAL</em> NETWORK"]},"sort":[23.00172,"5079652"]},{"_index":"complaint-public-v1","_id":"13812393","_score":17.4455,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"on XX/XX/XXXX i put {$500.00} cash down on a XXXX XXXX XXXX with XXXX miles and financed the rest through bridgecrest. i was in distress and needed transportation when i reached out to bridgecrest. i wanted to trade in my previous vehicle and they refused the trade. instead they took the {$500.00} and put me into the car im reporting now. ive paid over {$10000.00} toward the loan but still owe over {$17000.00} because of high interest daily charges and constant fees. the car was previously a fleet and rental vehicle with over six different owners and had been sold through multiple auctions before i got it. i was briefly shown a XXXX  at XXXX but was rushed and didnt have time to read or understand what i was signing. none of the cars history or condition was fully explained the car has broken down on me multiple times to and from work in the two years ive had it. it spends more time in the shop than it does on the road and the engine light is on again right now. from day one the car had issues including three engine replacements axle repairs and electrical failures. even while it was under warranty the car was unreliable. i reported all the problems to both XXXX and bridgecrest and no one helped i drive 60 miles every day to and from work in this car even though i know it could break down at any time. i tried to trade it in and was told i couldnt unless i paid down the balance first which i cant afford because the balance keeps going up from fees and interest i scheduled a payment i couldnt afford and told bridgecrest ahead of time that the funds werent available. i asked them to cancel it and they refused saying it was already in the system. by the time i called back it had reversed and they charged me an nsf fee. i tried to do the right thing and they wouldnt work with me i asked for an extension due to financial hardship and upcoming XXXX. i offered to provide documents but they declined and told me i had already been given an extension in XXXX. i asked for help for XXXX XXXX and XXXX and they refused. my car was in the shop during that time and instead of helping they just added XXXX and XXXX payment to my balance making me look even further behind the loan is predatory. the car is now worth less than {$700.00} after a hit and run accident. its unsafe unreliable and draining me financially and mentally. ive paid more than enough already and im asking to be let out of this loan or offered real help","date_sent_to_company":"2025-05-30T05:51:47.000Z","issue":"Managing the loan or lease","sub_product":"Loan","zip_code":"33127","tags":null,"has_narrative":true,"complaint_id":"13812393","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Bridgecrest Acceptance Corporation","date_received":"2025-05-30T05:14:43.000Z","state":"FL","company_public_response":null,"sub_issue":"Problem with fees charged"},"highlight":{"complaint_what_happened":["including three engine replacements axle repairs and electrical failures. even while it was under warranty the car was unreliable. i reported all the <em>problems</em> to both XXXX and bridgecrest and no one helped i drive 60 miles every day to and from work in this car even though i know it could break <em>down</em> at any time. i tried to trade it in and was told i couldnt unless i paid <em>down</em> the balance first which i cant afford because the balance keeps going up from fees and interest i scheduled a payment i couldnt"],"sub_issue":["<em>Problem</em> with fees charged"]},"sort":[17.4455,"13812393"]},{"_index":"complaint-public-v1","_id":"3794668","_score":16.431995,"_source":{"product":"Payday loan, title loan, or personal loan","complaint_what_happened":"I am a XXXX XXXX  that provided XXXX  to Essential workers during the Pandemic I logged into my bank account on XX/XX/XXXX in the morning To find that my account had been totally wiped out and was over drawn {$230.00} When I contacted the bank i was informed about a provisional credit that they had Issued me on XX/XX/2020 for {$1600.00}. I did not request this credit nor was I informed that I had been giving this credit. When I asked why they said it was a credit given in regards to my stimulus check and any account that was negative at the time was issued this credit that was mandated by whom I am not sure so that you could have the full benefit of your stimulus check. Well the problem with that was my account was not negative. The day before I had two deposits one for {$250.00} and {$1000.00} and on the XXXX I had a deposit for {$3400.00} and I had another deposit on the same day for {$3500.00}. Again when was my account NEGATIVE .... in my opinion all this was a bunch of lies and predatory lending at the highest level. Not to mention my Stimilus check was deposited in my account on XX/XX/2020 and cleared 3 days later ... So why was i issued a credit 3 weeks later for my account allegedly being negative ... More Lies. \n\nWhen I spoke to several supervisor at M & T Bank over the phone about this situation one supervisor informed me that I should have been sent a letter in the mail about the credit which I did not receive and he also stated that several other customer called and said they too claimed that they did not receive it or notice that they got this provisional credit. \nAfter to speaking to several people at the bank they all came to the same conclusion my account was NEVER NEGATIVE and they did not know why I got the credit. There was nothing they could do to reverse it to help with my current financial hardship in which they where cause of In addition to this I had {$14000.00} in my Business saving account the is also used as my overdraft protection to my checking account. \n\nI feel like they did this to hurt people down the road by reversing that credit without proper notification caused my account to be overdrawn and they took every dime I had ..It also left me open to receiving several {$100.00} dollars in NSF if I did not have the financial means to cover all outstanding bill and expenses. I had to borrow money form Family to cover my expenses for the next two weeks I was devastated ... .business has slowed down for me at this point in time. \n\nI feel like it was there intent to make money off their consumer hardship if they could not cover their expenses once the credit was reversed by collecting thousand of dollars in NSF.. They never even sent out a letter stating when the credit was going to be reversed so customers could have been prepared ... However, I was blind sided since I never notice that they gave me the credit until they reversed me and threw me into financial chaos. \nThis a bank that send you a letter every time you add a card to XXXX XXXX  but sent nothing out about this NOT ONE SINGLE PIECE OF CORRESPONDENCE about this Credit. I cant imagine how may other customers that they did this too who are struggling to make ends meet and stay healthy and STAY ALIVE during this COVID 19 Pandemic. \n\nI am Super beside myself and I have been banking with them for over two decades.","date_sent_to_company":"2020-08-21T15:44:49.000Z","issue":"Problem with additional add-on products or services","sub_product":"Personal line of credit","zip_code":"21244","tags":null,"has_narrative":true,"complaint_id":"3794668","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"M&T BANK CORPORATION","date_received":"2020-08-13T19:42:55.000Z","state":"MD","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["I feel like they did this to hurt people <em>down</em> the <em>road</em> by reversing that credit without proper notification caused my account to be overdrawn and they took every dime I had ..It also left me open to receiving several {$100.00} dollars in NSF if I did not have the <em>financial</em> means to cover all outstanding bill and expenses. I had to borrow money form Family to cover my expenses for the next two weeks I was devastated ... .business has slowed <em>down</em> for me at this point in time."],"issue":["<em>Problem</em> with additional add-on products or services"]},"sort":[16.431995,"3794668"]},{"_index":"complaint-public-v1","_id":"7685998","_score":16.365551,"_source":{"product":"Mortgage","complaint_what_happened":"My husband and I have owned our home for close to 20 years. We were doing fine until CXXXX XXXX XXXX XXXX. I was hospitalized for 4 months and near death and it was very traumatic. Due to the income loss from Covid our family was not able to keep up with our monthly mortgage payment to Select Portfolio Servicing. I called them to ask if they had any programs to help homeowners who were financially impacted by Covid and they told me no, they did not have any programs to help. The agent told me that if we were struggling we should just pay the principal and interest and not the escrow for the time being. We took that advice because we did not know about the CARES program or any other options that should have been offered to us and as a result we are now behind about $ XXXX and they have told us we are going to have to reinstate that full amount or they will be starting foreclosure down the road. I am healthy and back to work and my husband recently received a raise and we have the ability to make our regular payment but need help dealing with these late payments -- -we do not have the resources to pay back the full amount and need help. I still dont understand why they obstructed access to the government programs set up for homeowners struggling due to Covid and did not even consider a forbearance or modification or anything. \n\nXXXX has worked as an XXXX XXXX for 30 years and I have worked in accounts payable for 20 years. We have raised our family in this home and have always done everything we could to meet our financial obligations. In spring XXXX our county was declared a disaster area. I suffer from XXXX and XXXX and these underlying health conditions severely affected me when I got XXXX and I nearly passed away and spent 4 months in the hospital and was out of work for 6 months. When we called to talk to SPS about our situation and that our financial problems were Covid related I dont understand why their agent denied access to government programs related to Covid hardship that we qualified for, such as the CARES forbearance. Instead we find ourselves behind $ XXXX and in a difficult position without the ability to get caught up. I tried to submit a loan modification application several weeks ago but have not heard any response and based on my past dealings with this company I dont hold out much hope for any type of help from SPS.","date_sent_to_company":"2023-10-13T02:25:47.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"95377","tags":null,"has_narrative":true,"complaint_id":"7685998","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SELECT PORTFOLIO SERVICING, INC.","date_received":"2023-10-13T02:22:03.000Z","state":"CA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","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":["When we called to talk to SPS about our situation and that our <em>financial</em> <em>problems</em> were Covid related I dont understand why their agent denied access to government programs related to Covid <em>hardship</em> that we qualified for, such as the CARES forbearance. Instead we find ourselves behind $ XXXX and in a difficult position without the ability to get caught up."]},"sort":[16.365551,"7685998"]},{"_index":"complaint-public-v1","_id":"2897881","_score":15.377006,"_source":{"product":"Mortgage","complaint_what_happened":"I have an FHA mortgage loan and I am filing a complaint against PennyMac who is servicing my loan. Over the course of one plus year PennyMac has repeatedly denied me access to government homeowner assistance programs. They have refused to allow me to apply and have switched my assigned account manager several times and have told me that no one can assist me except my \" account manager '' whom I am never able to reach. My hardship was temporary and I have been in a position to make my mortgage payment for some time but PennyMac won't consider any options and tried to schedule a foreclosure sale date. I have never had my current financial information reviewed for FHA homeowner assistance options such as loan modification, partial claim, special forbearance or repayment plan. Instead PennyMac has intentionally kicked me to the curb and denied me access to these programs they are required to consider me for. \n\nI bought my home in XX/XX/XXXX with an FHA loan through XXXX XXXX XXXX but before I could make my first payment the servicing was transferred to XXXX. I work for the XXXX XXXXXXXX XXXX ( been there for 14 years ) now as a XXXX after 9 years as a XXXX. My job and income are stable. I live in my home with my XXXX year old daughter and have a XXXX year old daughter who is currently away at school. In XX/XX/XXXX my daughter, who is \" XXXX XXXX '' began having some major problems that required my full attention. I was unable to work for a period of time and had lots of out of pocket expenses associated with this situation, and this eventually led to me defaulting on my loan. I immediately contacted PennyMac upon default to discuss my situation and my hardship, and was assigned an account manager who was supposed to \" help me. '' I began contacting my account manager to find out what I could do to apply for assistance, and was given the runaround. I continued to request assistance and when I could not reach the account manager would leave messages that were never returned. Soon my hardship was over and I was in a position to make my mortgage payment again. When I contacted my account manager to discuss I was told that I had been reassigned. Once again I could not make contact with the new account manager or get any type of information. When I tried to make a mortgage payment I was told that I needed to talk to the account manager and that they would not accept a single payment from me, only all of the missed payments. As I frantically continued to try and make contact I was ignored, and when I finally reached someone I was told that my account had been reassigned AGAIN! This shell game continued for several months, even though I was back working full time and had the financial means to afford a fair and reasonable payment. This problem could have been easily solved but PennyMac continually kicked the can down the road and I made absolutely no progress. Soon I was in foreclosure and I desperately continued to try and get a review initiated. When I finally made contact I was told that I should be reviewed, but that now it was too late because a foreclosure sale date was scheduled. Even though I had not been offered the option of mediation as required by the state of New Jersey, even though I had never ever been reviewed for any homeowner assistance programs PennyMac had the audacity to go forward and schedule a sale date.\n\nI am beyond frustrated. This is and has always been an avoidable foreclosure. I am still facing a sale date of XX/XX/XXXX. I want your agency to investigate the actions of PennyMac relating to the servicing of my FHA mortgage loan.","date_sent_to_company":"2018-05-06T18:52:26.000Z","issue":"Struggling to pay mortgage","sub_product":"FHA mortgage","zip_code":"070XX","tags":null,"has_narrative":true,"complaint_id":"2897881","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PENNYMAC LOAN SERVICES, LLC.","date_received":"2018-05-06T18:48:39.000Z","state":"NJ","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["This shell game continued for several months, even though I was back working full time and had the <em>financial</em> means to afford a fair and reasonable payment. This <em>problem</em> could have been easily solved but PennyMac continually kicked the can <em>down</em> the <em>road</em> and I made absolutely no progress. Soon I was in foreclosure and I desperately continued to try and get a review initiated."]},"sort":[15.377006,"2897881"]},{"_index":"complaint-public-v1","_id":"7391212","_score":14.695542,"_source":{"product":"Mortgage","complaint_what_happened":"Wells Fargo uses deceptive lending practices to promote mortgage details that aren't good faith estimates. Wells Fargo uses harmful policies for its new construction closings to trick its prospective home buyers that they are acquiring a mortgage that is more attractive than it actually is. \n\nWells Fargo states it's unable to charge customers higher property tax amounts unless they receive new documentation from the taxing authority. Yet, they were able to withhold more in escrow without a new, higher bill. This policy is clearly not federal regulation as I've closed in the past with a different lender, in the same residential community, and I was allowed to withhold more. Wells Fargo is unable to share this policy upon request and this policy does nothing but harm and hide the real costs to acquire a new home construction. Ultimately Wells Fargo fails to comprehend that any repayment of prepaid taxes made by the seller/builder is always on land alone and the bottom line is that Wells Fargo collects {$0.00} towards the home property taxes at closing for the current tax year. This only creates problems and financial hardship down the road. \n\nWells Fargo also fails to reach out to the taxing authority to see what's going to happen to the property 's tax status for that year or the next. In my situation, Wells Fargo failed to find out crucial information like a special taxing district. If a customer pays 100 % closing costs, then Wells Fargo should do 100 % of the job and contact the taxing authority, especially in new construction closings. \n\nWells Fargo treats new construction closings like resales and despite knowing the home sale price, appraisal value, and signed documentation for a higher monthly pulled escrow amount all prior to closing, Wells Fargo still only collected to repay on land alone. On top of that a few months after closing, a supplemental bill arrived with a higher assessed value than just land and still did nothing. Despite all of this and battling Wells Fargo for 7 months, Wells Fargo fails to comprehend how their institutional policies deceive customers and put them in difficult financial spots. \n\nWells Fargo 's Executive Office lacks the competency to understand this and hides behind policies that they can't prove. They are alone on this island because even the title company raised my concern. Wells Fargo says we could have asked for a higher amount but that's false. On the morning of closing on the phone with Wells Fargo we respectfully asked for the higher cash to close but that request was denied because we were assured we were paying enough. Wells Fargo was wrong. When you ask Wells Fargo difficult questions like, how much money did I pay for property taxes in the current year on my home ( not land ) or did Wells Fargo reach out to the taxing authority to provide a best faith estimate before closing, they never answer and say it was hard to hear me over the phone then the conversation ceased. I hope my message is loud and clear now.","date_sent_to_company":"2023-08-12T23:47:10.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"217XX","tags":null,"has_narrative":true,"complaint_id":"7391212","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2023-08-12T22:26:51.000Z","state":"MD","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["This only creates <em>problems</em> and <em>financial</em> <em>hardship</em> <em>down</em> the <em>road</em>. \n\nWells Fargo also fails to reach out to the taxing authority to see what's going to happen to the property 's tax status for that year or the next. In my situation, Wells Fargo failed to find out crucial information like a special taxing district. If a customer pays 100 % closing costs, then Wells Fargo should do 100 % of the job and contact the taxing authority, especially in new construction closings."]},"sort":[14.695542,"7391212"]},{"_index":"complaint-public-v1","_id":"2762719","_score":12.595575,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"XX/XX/XXXX The details of this complaint are as follows : RE : Used XXXX XXXX XXXX XXXX XXXX, XXXX XXXX Less than six months after I began making payments on the above-named vehicle, I experienced a number of issues requiring repair. I made such repairs at my own expense ( including one major repair ), although I had purchased a warranty from the dealership 's Vehicle Protection Plan. Within the next 3 months, I notice that antifreeze was gradually leaking out of the radiator. Later learned after getting a quote from XXXX XXXX ( XXXX XXXX XXXX XXXX, XXXX, IN XXXX ) a water pump was needed to remedy the leaking radiator problem. Then, about 9 months after the purchase date, the car needed to be jump-started over a period of about a week, then, no longer started, even when a new battery was installed. Total estimated repair cost of these two items, about {$1000.00}. Acquiring the monies needed for the two repairs has proven to be extremely challenging. As of this writing, concern over other possible issues ( car is parked outside of garage or other shelter ) along with lack of available funds for the diagnosed repairs, are reasons behind the longevity of the non-use of the vehicle. \n\nThe car has been inoperable for more than 23 months as of today, XX/XX/XXXX. Meanwhile, the dealership was closed by a federal agency in XX/XX/XXXX. During my research, I discovered many customers have complained about XXXX XXXX. According to the XXXX XXXX, \" XXXX XXXX abused processes in place that would allow citizens with subprime credit to get back on their feet through legitimate vehicle sales. ( See : XXXX : XXXX ). In XXXX, a customer shared this experience : I brought the vehicle to my mechanic for a second opinion before completing the purchase. I was told that the damages to this car would exceed {$5000.00} in parts and labor before being road-ready or safe. In XXXX, another customer wrote : This dealership, ( XXXX XXXX ) is selling vehicles that have serious mechanical issues. They are also selling fraudulent warranties with the vehicle. ( See :  XXXX : XXXX and http : XXXX and XXXX XXXX XXXXXXXX ) The car dealership did business using the name XXXX XXXX and was located at XXXX XXXX XXXX XXXX, XXXX, IN XXXX. I continue to pay close to $ XXXX to a 3rd party entity. As a result of the fraudulent activities, other consumers who purchased vehicles from this dealership had their debts forgiven, told that they had no further outstanding payments. They were given their titles when the car dealership was closed down by the federal agency ; I did not have my remaining payments forgiven. \n\nI am currently earning substantially less than I was from the time I purchased the car until about 6 months ago, paying {$370.00} for a car I ca n't drive without paying about {$1000.00} to repair is an extreme hardship. As recently as XXXX of this year, I contacted Go Financial ( www.gofinancial.com ), the lending agency, to see if they would lower my payment after having paid on the loan for 2 years. They denied my request. I currently owe about 16 more months worth of payments. I do not currently own another car ( for about 4 months ) and am experiencing difficulty in getting another vehicle to drive in part due to the outstanding loan I have with Go Financial. This situation has required me to find ways of getting to work, etc. that have become extremely taxing and time-consuming.","date_sent_to_company":"2017-12-22T19:19:10.000Z","issue":"Struggling to pay your loan","sub_product":"Loan","zip_code":"46205","tags":null,"has_narrative":true,"complaint_id":"2762719","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Go Capital Holdings, LLC","date_received":"2017-12-22T19:00:29.000Z","state":"IN","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Denied request to lower payments"},"highlight":{"complaint_what_happened":["They were given their titles when the car dealership was closed <em>down</em> by the federal agency ; I did not have my remaining payments forgiven. \n\nI am currently earning substantially less than I was from the time I purchased the car until about 6 months ago, paying {$370.00} for a car I ca n't drive without paying about {$1000.00} to repair is an extreme <em>hardship</em>."]},"sort":[12.595575,"2762719"]},{"_index":"complaint-public-v1","_id":"6990629","_score":12.49127,"_source":{"product":"Mortgage","complaint_what_happened":"XXXX XXXX CFPB and XXXX XXXX content ( online complaint ) Describe what happened : I am a 100 % XXXX veteran with a VA mortgage loan through Loan Depot. I struggled with XXXX during Covid lockdowns and ended up having to resign from my private sector job. This led to me falling behind on the mortgage loan. I communicated with Loan Depot and told them the situation and asked if they could help. They told me I could apply for a loan modification, and I have spent the past 5-6 months sending and re-sending the same documents to them repeatedly without ever being considered for any help. They did not offer me the CARES forbearance, they did not offer any type of medical hardship forbearance and they have never reviewed my ability to pay. They refuse to accept the mortgage payment and I fall further and further behind and Loan Depot says I have to pay all the missed payments at once if I want to keep my house and foreclosure. \nI bought my home in XXXX. At that time I was working in the private sector as an IT engineer and making a good income. I started struggling in XX/XX/XXXX with XXXX associated with my service but also due to XXXX and the pandemic and how it was affecting my family. I kept working and paying my bills but my condition was getting worse. I early XXXX I was struggling and ended up having to be hospitalized due to the effects of the XXXX  and XXXX and XXXX. In XX/XX/XXXX I reached out to the VA to report my condition and request additional medical benefits and after they evaluated me they told me I was no longer allowed to work and could not leave my home on my own. I was sometimes going into \" combat mode '' while in public and it was a bad situation. The following month I was unable to make the mortgage payment and contacted Loan Depot to explain what was going on. They said I needed to apply for a loan modification. I spent the next 5-6 months sending and re-sending the documents to Loan Depot to be reviewed for assistance programs. I was never reviewed, no one looked at my file and I feel they just kicked the can down the road and now I am looking at foreclosure. This is wrong, because our financial circumstances have changed, my benefits were increased by the VA and my wife is working as well. Loan Depot has never evaluated our ability to pay, Loan Depot has never considered us for government programs to help struggling homeowners who need assistance such as loan modification, forbearance, partial claim, deferred principal or repayment plan and instead demand that we make a lump sum payment of full past due amount of $ XXXX or go into foreclosure. \nDESIRED RESOLUTION : We want Loan Depot to make our case a priority and assign a single person to work with us. There are 7 people in our home ( my wife and I and XXXX young children ) and we do not want to lose it. I served my country proudly for 8 years in XXXX and XXXX and unfortunately this has caused me ongoing problems. We can afford a reasonable and affordable solution as our income and situation have stabilized and improved but need Loan Depot to work with us instead of closing the door and demanding all past due balance in one payment","date_sent_to_company":"2023-05-17T21:06:45.000Z","issue":"Struggling to pay mortgage","sub_product":"VA mortgage","zip_code":"92584","tags":"Servicemember","has_narrative":true,"complaint_id":"6990629","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"LD Holdings Group, LLC","date_received":"2023-05-17T20:59:05.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I was never reviewed, no one looked at my file and I feel they just kicked the can <em>down</em> the <em>road</em> and now I am looking at foreclosure. This is wrong, because our <em>financial</em> circumstances have changed, my benefits were increased by the VA and my wife is working as well."]},"sort":[12.49127,"6990629"]},{"_index":"complaint-public-v1","_id":"2991568","_score":11.056902,"_source":{"product":"Student loan","complaint_what_happened":"Attention Navient : My name is XXXX XXXX and my Navient account is # XXXX. \n\nI graduated from The XXXX  XXXX XXXX XXXX XXXX in XX/XX/XXXX. I have been involved in federal student loan repayment off and on since XXXX through XXXX XXXX XXXX XXXX, Sallie Mae, and now, through Navient. Throughout the course of my repayment, I had periods where I was unemployed and experienced severe financial, physical, and family hardships. In every instance, I have taken responsibility for my loans and applied for forbearance and deferment when required. It is unfortunate that these options, which add extreme interest to an already high interest rate to my existing loans, are the only options available to borrowers who experience hard times. \n\nWhen I graduated in XX/XX/XXXX, my final federal loan amount through XXXX XXXX XXXX XXXX was exactly {$26000.00}. I have proof of payments I made between XXXX and now ( checks and bank statement e-bills through XXXX XXXX XXXX XXXX, Sallie Mae and Navient ) that total {$28000.00}. This amount does not include possible payments I made by credit card or XXXX for penalties or fees to get me back into good standing, nor does it account for lost or shredded checks or bank statements. As of now, I owe Navient {$29000.00} due to the interest accrued through deferment, forbearance in addition to penalties, and fees during periods of hardship. \n\nI have always strived to make good on my responsibility and not go into default of my federal student loans. The {$28000.00} I have paid more than illustrates that point in good faith. I always have tried working with all student loan financial aid institutions and I wonder if institutions, like Navient and Sallie Mae, are more lenient towards borrowers who actually defaulted on their loans. After all, we now live in an era where bad behavior is paramount and rewarded while good behavior is penalized. Id really like to know how Navient handles accounts of borrowers who have defaulted versus people like me who take responsibility. \n\nI am by no means wealthy. In fact, I have been almost at poverty-level between the years XXXX where I had virtually no income and I had to rely on Medicaid from XXXX and food stamps from XXXX in order to survive. Although, I now have been employed full-time since XX/XX/XXXX, my job pays very little. I live at home with my mother. My Sallie Mae and Navient records reflect these facts. I have paid back a large sum of money that is estimated in the amount of {$28000.00} ( shown in my records ), only to discover I am starting all over, once again, in XXXX with Navients consolidation Income-Driven Repayment Program. I am unable to attach proofs of payments because the documentation exceeds 110 pages. I will be more than glad to make copies and submit them if needed. I have been enrolled in IDR since XX/XX/XXXX. \n\nPrior to XXXX, I was enrolled in Navients Hardship Deferment Program. I exhausted the standard forbearance and deferment options and the Hardship Deferment Program option was the only one available to me. A Navient representative stated that if I didnt  apply or qualify for this deferment my federal loans would go into default. In all honesty, the only thing the Hardship Deferment Program did was to keep my Navient account in good standing. It did nothing to benefit me since the interest was no different than any other Navient postponement program. The requirements for Hardship Deferment Program were proof of food stamps and proof of Medicaid. \n\nPlease note that Navient is the third student loan financial aid institution that has taken over my loans since I began repayment in XXXX. Each time, the interest rates increased through each consecutive financial aid institution, thus adding more burdens to my initial loan debt amount. I also dont know why my federal loans are allowed to be transferred from one student loan financial aid institution to another. Each student loan financial aid institutions seems to change the loan terms and conditions from the previous student loan financial aid institutions loan terms and conditions to where it benefits them. If I am bound to my original loan amount promised in the original through XXXX XXXX XXXX XXXX contract ( which I still have ), then why are Sallie Mae or Navient not obligated to honor the original contract ( s ) terms and conditions? \n\nHere is a brief repayment status of my federal loans as of XXXX. While working as an XXXX XXXX for XXXX XXXX, my Sallie Mae records showed I paid the federal loans down to approximately {$19000.00} by XX/XX/XXXX. Then, due to company downsizing, I was let go from XXXX XXXX on XX/XX/XXXX. My intention was to use my savings in order to continue to make payments while I searched for employment. Unfortunately, a few weeks later during the first week in XX/XX/XXXX, I had a XXXX XXXX XXXX which adversely affected me physically for over two years. I still have issues today. \n\nThroughout XXXX my savings went towards Cobra benefits, XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX and car payments. My bank account was almost depleted by the end of XXXX. Back then I was not a candidate for Medicaid. This injury also hindered me from gaining employment for almost two years because I was considered a risk due to my injury and XXXX. After that, the gap in my employment became a red flag to hiring agencies and employers. Then, between the years XXXX I had to settle for temporary full-time heavily physical employment positions for short 3-month stints with promises of integration. The reality was when company benefits were to go in play, I was let go. I must emphasize that this all occurred during the recession. \n\nHere is a brief history of the hardships I experienced after losing my job in XX/XX/XXXX and incurring XXXX XXXX in XX/XX/XXXX. In XX/XX/XXXX I was in a minor collision at a speed less than 25 MPH on my way home from XXXX XXXX for my XXXX XXXX. The man I collided with was not injured, but he tried to sue me for {$300000.00}. XXXX would only cover up to {$100000.00} for the suit. I was unemployed without job prospects and I was fearful I would be paying out of pocket the rest of my life for a mere fender bender once I became employed. Eventually, a settlement was made through XXXX in the amount of {$32000.00}, but the case took three to four years to settle. In XX/XX/XXXX I was XXXX at my gym. Video evidence and witnesses confirmed it was a XXXX XXXX on me. My XXXX was XXXX in XXXX places. It took almost 2 years to recover from then physical damage. My attacker was not made responsible to pay for my medical bills that exceeded {$21000.00} because the Judge said he could not afford to pay. Within the month I was attacked, medical creditors and collection agencies were demanding medical payments that I could not afford to pay. I was fortunate enough to have the Maryland Injuries Compensation Board take care of those medical burdens, but it took 4 years to clear. Also, please note that the Maryland Injuries Compensation board only takes on cases for victims of violent crimes. Then on my road to recovery, my father grew ill and between XXXX and early XXXX. I had to help assist my ( then XXXXyear old ) mother as a XXXX to my father. I was unable to work during that period, at all. \n\nAs you can see it has not been easy for me. I was in a position where I didnt have a job and in addition to an increasing student loan debt, I thought I was going to be paying an additional {$200000.00} - {$300000.00} ( collision ) for an honest mistake. On top of that, the {$21000.00} for medical bills associated with an assault on me. I was stressed for years. In addition to all of this, my father passed away in XXXX of XXXX. I dont wish this on anyone. Ultimately, these are factors and facts that student loan financial institutions like Sallie Mae and Navient do not take into consideration. I can provide documents and letters of confirmation to everything I listed above. \n\nRegardless of my circumstances, I never shirked my responsibility from repayment. I think its a travesty that student loan financial aid institutions seem to take advantage of people like me, who are not only struggling with the federal student loans, but who have experienced unfortunate life events that adversely set them back. Adding fees, penalties and interest does not help the burden for people in my situation. Deferment and Forbearance are well and good for postponement, but the interest that accrued is absurd. Income-Driven repayment is all well and good too, but it really does nothing to decrease the overall loan amount. \n\nDuring my struggles, Sallie Mae and Navient representatives suggested I make interest payments throughout the course of these postponements. Unfortunately, no income means no income! If I was not able to make the loan payment due to a depleted bank account and I had no income, there was no way to pay monthly interest payments regardless of how low Sallie Mae and Navient determined the interest payments would be. \n\nAs I stated, I am currently enrolled in Income Driven Repayment through Navient. I started this repayment plan in XXXX after gaining full-time employment. This year I applied for renewal early in XXXX, XXXX to avoid application problems. In reality, I had to apply for Income-Driven Repayment multiple times during the course of three months! I have included correspondence in the attached PDF documents that accompany this complaint letter. \n\nUltimately, I was told by woman Navient representative on XX/XX/XXXX that the first application and XXXX in XXXX, XXXX ( I originally submitted ) was correct. Again, depending with whom I spoke I was given a different answer. The woman told me my application would be approved and I would receive an email letter within 14 days. She said my payment amount would be approximately {$87.00} per month. Then I received an email stating my IDR was approved and I would be paying {$120.00} per month. The day after, I received another email stating my payment is {$170.00} per month. This is all way too confusing and convoluted. I have included the pertinent correspondence with Navient in a multi-paged PDF attachment regarding my recent Income Driven Repayment application problems since XX/XX/XXXX. Why it took over 3 months to approve a simple application is beyond me. I also question the allocation of my payments and whether or not the allocation benefits me.","date_sent_to_company":"2018-08-14T20:21:08.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"207XX","tags":null,"has_narrative":true,"complaint_id":"2991568","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Navient Solutions, LLC.","date_received":"2018-08-14T19:52:46.000Z","state":"MD","company_public_response":null,"sub_issue":"Trouble with how payments are being handled"},"highlight":{"complaint_what_happened":["The requirements for <em>Hardship</em> Deferment Program were proof of food stamps and proof of Medicaid. \n\nPlease note that Navient is the third student loan <em>financial</em> aid institution that has taken over my loans since I began repayment in XXXX. Each time, the interest rates increased through each consecutive <em>financial</em> aid institution, thus adding more burdens to my initial loan debt amount."]},"sort":[11.056902,"2991568"]},{"_index":"complaint-public-v1","_id":"16867359","_score":8.858367,"_source":{"product":"Checking or savings account","complaint_what_happened":"Formal Complaint Against USAA From : XXXX XXXX, XXXX XXXX XXXX XXXX Consumer Financial Protection Bureau Date : XX/XX/year> Subject : USAA Is Using the XXXX  but Failing to Serve the XXXX  I am writing to file a formal complaint against USAA for a consistent pattern of poor service, misinformation, and lack of accountability. I have been a loyal USAA member for more than XXXX years, trusting this company because of its long-standing commitment to serve military members, veterans, and their families. However, it has become clear that USAA has drifted far from its founding mission. What once felt like a member-focused organization now feels like a for-profit company reading from a manual, impersonal, unresponsive, and disconnected from the realities of military life. \n\n\nXXXX. The Decline of Communication and Accuracy Over time, USAAs communication has become unreliable and inconsistent. Representatives often give incorrect information and then hide behind scripted responses. \n\nA recent example illustrates this problem. I took my XXXX to a dealership to have a cracked windshield replaced. When I mentioned that USAA told me they did not cover windshield repairs, the service advisor was surprised and called USAA directly. To my disbelief, the representative confirmed that USAA does cover windshield replacement. For XXXX years, I had been misinformed by USAA representatives. This kind of misinformation is unacceptable from an organization that claims to serve professionals who depend on precision, accuracy, and trust. \n\n\nXXXX. The XXXX Towing Limitation, A Policy That Fails the Military Another major issue involves USAAs restrictive towing policy. I was informed that if my car breaks down and I am more than XXXX miles from an authorized repair facility, USAA will only tow my vehicle XXXX miles. Any distance beyond that must be paid out of pocket. \n\nThis policy might work in dense urban areas, but it is entirely unrealistic for members living in Alaska, Hawaii, or rural areas, places where authorized service facilities can be hundreds of miles away. \n\nMy son, a XXXX XXXX XXXX XXXX, owns a XXXX XXXX  that he purchased on the XXXX XXXX  but uses on the XXXX XXXX. When his car needed repair, USAA referred him to XXXX shops they claimed could service XXXX XXXX. Both shops refused service, explaining they were not authorized XXXX facilities and lacked the equipment to work on hybrids. When my son informed USAA, he was told there were no other options and reminded again of the XXXX towing limit. \n\nUltimately, XXXX Roadside Assistance, not USAA, had to arrange to tow the car back to the XXXX XXXX for proper service. \n\nPolicies like these demonstrate how out of touch USAA has become with the needs of its members. XXXX XXXX XXXX XXXX XXXX and overseas locations often live far from authorized service centers, yet we are penalized with higher premiums and limited support. These rigid policies undermine the reliability and peace of mind military families deserve. \n\n\nXXXX. The XXXX XXXX XXXX XXXX and XXXX XXXX As a retired XXXX XXXX XXXX and former commander, I understand how critical it is for service members to have dependable support systems. When soldiers, airmen, sailors, or XXXX are distracted by avoidable personal or family issues, like being stranded on the side of the road without proper help, their readiness and focus on mission suffer. \n\nIf a service member stationed in XXXX  or XXXX breaks down and USAA refuses to tow their vehicle beyond XXXX miles, that individual faces unnecessary stress, potential financial hardship, and anxiety about how to get to work or fulfill their duties. These are not minor inconveniences, they are readiness issues that affect morale and trust. \n\nUSAA was once known for understanding the realities of military life, remote duty stations, frequent relocations, and deployments. Today, that understanding seems to have disappeared. \n\n\nXXXX. Repeated Misinformation and Lack of Accountability Each time I contact USAA, I receive a different answer. Representatives read from a script, and when challenged, they often transfer me to another department rather than resolving the issue. When I ask to speak to a supervisor, Im told one is unavailable. Ive been promised callbacks that never occurred, and in some cases, representatives have ended the call when I insisted on escalation. \n\nIn one instance, I was told that my issue needed to be transferred to roadside assistance. I immediately questioned this, asking why they would transfer me when this was clearly a policy issue, not a roadside assistance issue. This constant deflection is frustrating and unprofessional. \n\nIn another example, when a USAA member hit my car and fled the scene, I provided the tag number to USAA. Instead of pursuing the at-fault driver, I was told to file the claim through my own insurance, even though the other driver was also insured by USAA. They offered to send me a check for repairs, but I refused to pay for something that was clearly not my fault. I still can not understand how it is legal or ethical for USAA to ask one member to cover damages caused by another member. \n\n\nXXXX. The XXXX  and XXXX  Penalty, High Premiums, Low Service USAA members in XXXX  and XXXX  pay some of the highest insurance premiums in the country, yet we receive substandard service. There are fewer authorized service facilities, greater distances between repair shops, and higher transportation costs, factors USAA fails to accommodate in its policies. \n\nIf I am paying significantly more for coverage than a member in the lower XXXX states, I should expect equal or better service, not a company that tells me my car will be sent to XXXX XXXX XXXX because it is within XXXX miles, even when that shop lacks the expertise to handle a XXXX hybrid or other complex vehicle. When I take my XXXX to the authorized dealership, even they must often call the mainland for technical assistance. That should tell USAA how limited local expertise can be, and why sending my car to a generic auto shop is unacceptable. Now I am even very concerned about driving my car in Alaska and being stranded on the highway during negative degree temperatures. \n\n\nXXXX. The Base Access Problem, Another Example of Disconnect In another case, I was on base for a meeting when my car had a flat tire. I called USAA for roadside assistance, but the towing company they dispatched could not access the base because they lacked the required clearance. As a military-focused company, USAA should have known that many of its members live or work on base and should ensure that contracted tow providers have base access. Once again, I was left to solve the problem myself, paying another company out of pocket to change a simple tire. \n\n\nXXXX. The Loss of Trust After XXXX decades with USAA, I am deeply disappointed to see how far the organization has strayed from its core values. There was a time when USAA stood for service, loyalty, and trust, values that every military member recognized and respected. Today, those values seem to have been replaced by impersonal policies, untrained representatives, and a lack of genuine care for the members who make this company possible. \n\nI have spent the last XXXX days trying to resolve these issues, requesting multiple times to speak with a supervisor. No one has called back. Each time I reach a new representative, I must start from the beginning, repeating my story as they read from their policy manual. I had to take a break this weekend just to give myself a mental rest from the frustration of dealing with USAA. \n\n\nXXXX. A Call for Change USAA must take immediate steps to restore trust within the military and veteran community. I urge the company to : XXXX. Re-evaluate its XXXX towing policy for states and territories with limited authorized repair facilities. \nXXXX. Provide accurate and consistent information by ensuring representatives are properly trained. \nXXXX. Establish specialized support lines for Alaska, Hawaii, and overseas members to address their unique challenges. \nXXXX. Ensure all roadside contractors have base access where military installations are common. \nXXXX. Restore accountability by requiring supervisors to return calls and follow up on unresolved issues. \nXXXX. Reaffirm the companys mission to serve, not exploit, the military community. \n\n\nConclusion USAA is using the military but not truly serving the military. The company has lost sight of its founding purpose, to provide exceptional service to those who serve and their families. Its current policies and customer service practices are not only inconvenient but also detrimental to the readiness and well-being of active-duty personnel, veterans, and their dependents. \n\nI am filing this complaint not only for myself but for every service member, veteran, and family who has felt abandoned by a company that once stood for something greater. USAA must be held accountable for its declining service, inaccurate communication, and failure to uphold the trust of those who have defended this nation. \n\nAfter XXXX years of loyalty, I never imagined I would have to write a letter like this. But I refuse to stay silent while USAA continues to profit from the military community without providing the level of care, accuracy, and integrity we deserve.","date_sent_to_company":"2025-10-28T18:34:43.000Z","issue":"Managing an account","sub_product":"Other banking product or service","zip_code":"99577","tags":"Servicemember","has_narrative":true,"complaint_id":"16867359","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"UNITED SERVICES AUTOMOBILE ASSOCIATION","date_received":"2025-10-28T18:18:09.000Z","state":"AK","company_public_response":null,"sub_issue":"Problem accessing account"},"highlight":{"complaint_what_happened":["When soldiers, airmen, sailors, or XXXX are distracted by avoidable personal or family issues, like being stranded on the side of the <em>road</em> without proper help, their readiness and focus on mission suffer. \n\nIf a service member stationed in XXXX  or XXXX breaks <em>down</em> and USAA refuses to tow their vehicle beyond XXXX miles, that individual faces unnecessary stress, potential <em>financial</em> <em>hardship</em>, and anxiety about how to get to work or fulfill their duties."],"sub_issue":["<em>Problem</em> accessing account"]},"sort":[8.858367,"16867359"]},{"_index":"complaint-public-v1","_id":"7768073","_score":8.731427,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"I, XXXX XXXX XXXX hereby swear under penalty of purjery, that I am the sole complainant in this complaint, even so being I also gave and give my daughter permission to act on behalf of me due to my illness restrictions. I have consequently created the prior 2 complaints before this one, so I would appreciate you looking at the facts here sad they are presented by me, XXXX XXXX XXXX, This is difficult enough without having to create a whole new account here because this account is mine, XXXX XXXX XXXX, solely. Thank you. And again : I am not understanding I was not offered any relief under the class action against Santander Consumer USA, due to theirupside down high interest loans, high monthly premiums on a used XXXX XXXXXXXX XXXX, while applying with Santander Consumer in XXXX of XXXX. The government is allowing an already sinister company decide who and what loans should be forgiven or cancelled so Im sure that this company is not going out of their way to adhere to to helping me, as I have been deviously bilked on a high interest loan with a very low income to debt ratio is what I had to offer in becoming a co-signer only on this loan. My daughter was elbowed completely out of this originally created by her, high interest loan ands a trade in of her only vehicle, a XXXX XXXX XXXX, and no place on the contract. My credit score being a low XXXX ( Santander refuses to give me my internal score when requested ) a very low income monthly government benefit of only XXXX, so Im not understanding how I even obtained this loan originally created by my daughter after the dealership that gave her false hopes of an assurance that they could get her into a vehicle, no problems, and only on her good merits, however, explaining to them it being a complete waste of time for everyone involved due to her lack of credit worthiness and low income being of great issue also. Yet XXXX XXXX XXXX continued to barrage her with phone calls, informing her not to worry, they were XXXX by XXXX, they could do anything! So finally relenting to their pushy promises, she made a visit to this dealership. All the facts were presented, all the numbers drawn up,, her paid off XXXX XXXX XXXX offered as a trade in, exchange for a XXXX XXXX XXXX that they,, with all its promises pushed at her for a co-signer,, the Fusion they picked out for her as well.. She called me after much coaxing, knowing I would not agree to this. I felt a little put out on the spot, but out of respect for my daughter, I just bellowed, Sure.\n\nIm XXXX XXXX XXXX with XXXX, & a little XXXX, & I live with my other daughter, who is my XXXX due to my living on just 25 % of my XXXX, and I am XXXX This dealership is at least XXXX miles away from me., but they were willing to drive all the way to my house in order to complete the paperwork on this loan. My daughter had given up her one and only vehicle for this loan and when they came down to my house to sign the paperwork, I noticed that I was the only name listed on the contract. After all their hard work and false pretenses, my daughter was squeezed out of this loan completely! Had even given her own car up as a trade in! This loan was pushed at me, much in the same way their promise to get her into a car was. XXXX from the start! Now this dealership had false intentions from go because truthfully? I was in the same boat as she was credit wise, with the same Government benefits. So I dont know what determined me the better signer for this loan, when she & I, are in fact, carrying the same financial & credit issues. So this whole deal seemed sinister from the start, & basically getting papers thrusted at my face, in all their harried rushing amidst my obvious confusion. So feeling comfortable was not what I was experiencing at this time. I found it extremely difficult to even begin to glance over any of the contract terms, finance fees, length of loan, etc., & basically nervouslly approved laughter coming from the dealer when I asked questions about this. So I signed away following each paper thrust in my face, & to this day I still dont know what had just happened, as well as a payment hardship that I am finding most difficult to meet, ( well were also talking about my daughter because she alone drives the vehicle, and pays the note, etc. ) she cant meet her bills, and I also without the strap even, cant meet my bills. We are both unable to refinance with any other company due to an @ upside down loan ( meaning the balance owed on this vehicle is more than the vehicle is worth ) plus+ an income to debit ratio so impossibly difficult to assess in with refinancing, determining i us an inability to pay, so were basically stuck paying on an extremely high interest loan for the next following 4 or more years left on it, and no sight of relief down the road at anytime. Santander knew of all these determinants wheni my daughter applied for this loan, and I have tried to no avail receive some kind of assistance from Santander about this. My daughter has since paid off all her credit defaults on all credit reports and her XXXX score has reached a fair XXXX, whereas it used to be down in the low XXXX, s, she still only receives monthly SSI benefits, however, even though she has faithfully for the post two years since this loan was first drawn up, managed to pay on this note with no defaults, its been extremely difficult, with her newly rented place and the many bills that come wtb her many responsibilities, she barely has enough to even make those, and others that just dont get paid, although they are of high importance, and later cause another issue with her credit, and after just paying off all her current defaults in clearing it all up? That would be such a shame, and how can she move to another place when she was lucky enough to get subsidized housing with her housing voucher this time. So this hasnt been easy, and with 4 more long years on this loan ahead, she is extremely worried shell have put these past over two years in, only to have it taken, and it has been difficult thus far in maturin maintaining this note. This loan was initially her deal, and to my understanding, I an just a co-signer who only steps in if she cant or doesnt make the payments, yet she isnt on the contract, and it was made that I bought the car. Neither Santrander, nor the dealership wont redo the loan and I can not make all my bills at this rate either. Im also fearful of the remaining 4 years needed to pay off this vehicle with all its initial, and present mechanical needs. Santander knew what they were getting into when they required me as just a co-signer, with all of their extremely high interest fees, with a whopping payment of {$510.00} a month with convenience fees to use her debit card, making it {$510.00} every month, and the dealership also making it difficult with no mandatory required Bond listed with the California DMV, and knowing dont have one when I asked for their bond company and number, they had no clue of what I was talking about ( and this was corporate office I spoke to! ) and the dealerships continuous verbal promises that never came and never will come true from the very beginning to this date, so I have no one to turn to even in this aspect. We are both strapped with this high interest loan with a great big old thumb on us, not letting us up for breath and a little relief. We feel tortured to the utmost and weve requested the smallest of relief from either/both parties concerned, to no avail! Please Help! \nNote : The contract is very hard to decipher as they seem to always fade somehow, however, there stands my daughters signature on her XXXX trade in, and the remaining docs in my name, plus the high fees to register this vehicle every year. Only 2 of the documents are legible & clear, however, just a faded proof of contract to verify. I apologize. Thank you very much for your time & consideration in this matter. Thank you.","date_sent_to_company":"2023-10-27T20:12:58.000Z","issue":"Struggling to pay your loan","sub_product":"Loan","zip_code":"93901","tags":"Older American","has_narrative":true,"complaint_id":"7768073","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SANTANDER HOLDINGS USA, INC.","date_received":"2023-10-27T19:51:46.000Z","state":"CA","company_public_response":null,"sub_issue":"Denied request to lower payments"},"highlight":{"complaint_what_happened":["We are both unable to refinance with any other company due to an @ upside <em>down</em> loan ( meaning the balance owed on this vehicle is more than the vehicle is worth ) plus+ an income to debit ratio so impossibly difficult to assess in with refinancing, determining i us an inability to pay, so were basically stuck paying on an extremely high interest loan for the next following 4 or more years left on it, and no sight of relief <em>down</em> the <em>road</em> at anytime."]},"sort":[8.731427,"7768073"]},{"_index":"complaint-public-v1","_id":"8897285","_score":8.203571,"_source":{"product":"Credit card","complaint_what_happened":"I feel compelled to share my deeply disheartening experience as a long-standing cardholder with American Express, having applied for my first card in the early XXXX. I hope that by bringing this to light, it will shed some much-needed attention on the company's treatment of its customersespecially its XXXX, XXXX, and less-wealthy customersand the outright absurdity of my own situation, along with the inhumanity with which American Express handled me. \n\nMore than twelve years ago, I became an American Express cardholder, valuing the membership rewards points that came with it. I chose the XXXX XXXX, which had a promotion awarding XXXX bonus membership rewards points if I spent XXXX within the first 2 or 3 months. Throughout the years, I diligently saved these points, trying to hit every bonus I could, always using the Amex instead of other cards solely for that purposealthough It was my only charge card, and thus, not as easy to spend so much on. However, I did this for years, not spending a single reward point, hoping that someday, I would be able to use them for something meaningful. Throughout these last 12 or 13 years, I remained consistently committed to making timely payments and maintaining a good standing with American Express, which I did, invariably. \n\nHowever, when the COVID-19 pandemic hit, my life took multiple devastating and unexpected turns, as was the case with most of the world. However, it was particularly difficult for me, as I had just graduated XXXX XXXX in the heart of the pandemic, and, in addition to my planned career being turned upside down, I began to suffer from rapidly XXXX XXXX, which I had never experienced before. Suddenly, I found myself in and out of hospitals and doctors appointments; constantly in need of medical attention; struggling to make ends meet; and having no idea what was going on. Additionally, as a result of my consistent XXXX XXXX and career uncertainty, I was forced to move 3 separate times since XXXXall throughout the state of XXXX XXXX. \n\nTowards the beginning/middle of XXXX, my bills became too much to handle as a result of constant, unexpected medical bills; the coincidental costs relating to all those issues; and my required absence from work at multiple points as a result of the same. Despite my situation becoming unmanageable, I made certain to keep American Express informed of the state of my affairs, advising them at any point I believed I might have a payment issue (there were very few, and most did not come to fruition). However, I eventually advised the company at the end of XXXX (XXXX) that I had no choice but to enter into a hardship payment plan, as a result of the myriad of medical bills, stillXXXX XXXX, and time off of work that I was being forced to endure. I made each of my required payments on time, as promised, and remained in good standing for the entirety of my hardship period (1 year). \n\nHowever, XXXX brought even more difficult times somehow, again rife with constant, unexpected, and XXXX XXXX XXXX. Quickly, I was rendered wholly unable to perform my job as an XXXX as a direct result.  As such, I was forced to take a XXXX leave of absence (from my brand new career) from XXXX XXXX  to XXXX XXXX. Prior to the rise of my XXXX XXXX in XXXX, I had never taken so much as a weeks vacation from work in my life. However, nothing had ever quite affected me like XXXX. And just like that, my head slipped under the water. \n\nInitially, I was not paid when I stopped working for nearly 3 months while I waited for all the doctors and paperwork to come together. Once I started receiving XXXXy pay, it was far less than half of what I had been making at work. Meaning it was far less than the salary I had based my house payments on, car payments, loans, willingness to pay to see XXXXXXXX XXXX; and everything else you can imagine. Additionally, I had just been flooded from my home 2 months before (XXXX, and was required to pack my waterlogged life: find a new home; and move into it, within one weekend (3-4 days, actually). Of course, the majority of my personal belongings, as well as tens of thousands of dollars in items I had collected and treasured my entire life (in planning for the future), were destroyed without a warning. \n\nWith that being said, by XXXX XXXX XXXX, the cost of XXXX XXXX; XXXX bills; XXXX; moving expenses; replacement clothes (and life); bills that had already piled up; XXXX loans becoming repayable; and a myriad of other unexpected, yet required, expenses, found me in an extremely bad way for the remainder of XXXX, and, in fact, to this day. Of course, the state of my finances at that time meant that I was left without money to even see necessary doctors on severalreally, severaloccasions. \n\nUnsurprisingly under those circumstances, my XXXX XXXX XXXX XXXX XXXX. Since my life had become utterly impossible as a result of the storm I found myself in, I was, in turn, prevented from returning to work for an even longer period of time.  \n\nDespite keeping American Express informed about my situationand diligently adhering to the payment plan I had worked out with them, although my situation was steadily declining instead of improvingmy overall financial burden became beyond overwhelming. I was in a dire situation and didnt know where to turn. \n\nAlthough I faithfully made each payment to American Express for the entirety of my hardship program, when the program finally ended in XXXX XXXX XXXX, I was simply treated as broke and worthless by American Express, for lack of any other fitting description. \n\nIn XXXX, American Express sent an email advising me that the program had come to an end and that payments would continue as normal. Just one month later, in XXXX XXXX, I found myself unable to make the payment for that month due to my ongoing XXXX XXXX and financial struggles (at that time, specifically). I had hoped to bounce back from the missed payment quickly, seeing as I had managed to stay on track for a full year, despite barely working. I also assumed, foolishly, that American Express would simply treat my situation as one missed payment, rather than a malicious attack on the companys pockets. So, naively, I set my sights on XXXX, hoping things would get better for me soon and I would be all caught up. \n\nThat is not what happened. Instead, XXXX XXXX XXXX XXXX XXXX  and, in the first week of XXXX, I was forced to travel halfway across the country (14 hours away from my home in XXXX XXXX), to receive XXXX XXXX XXXX at a XXXX XXXX XXXX. I was required to remain there, under XXXX XXXX, until late XXXX. During that time, I was completely detached from any semblance of my normal life. I didnt really have many other options. \n\nHowever, once the XXXX XXXX due date passedand despite the circumstances I was facingAmerican Express began sending nonstop emails. Almost immediately thereafter (within a week or two), the emails turned to inconceivable threats to cancel my account; take all the rewards points I had amassed over 12 years (instead of using them to cover my one missed payment); report my account to collection agencies; and anything else that one could imagine. Keep in mind, my hardship program had just ended less than 4 weeks prior; I had stayed on track throughout the entirety of the program; I had kept American Express updated as to my serious situation; and I had paid on time for 12 years prior.\n\nOn XXXX XXXX XXXX, when I had been checked in to the XXXXXXXX XXXX for about a week, Amex sent an email stating my account was now past due 2 months, and my total past due balance was XXXX.  On XXXX XXXX, Amex sent another email (with multiple in-between), stating, If we do not receive the total amount due on your statement for two or more consecutive billing periods, your account will be reported as past due to the credit bureaus. The next day, XXXX XXXX Amex sent another email advising the past due balance was still XXXX. On XXXX XXXX, Amex emailed stating, It is urgent that you make a payment for the past due balance by XXXX to avoid:\nNegative credit bureau reporting & Additional late fees, and indicating the past due amount of XXXX, still. \n\nDuring the period Amex emailed mefrom the beginning of XXXX until mid-late XXXX XXXXI was XXXX XXXX XXXX XXXX XXXX XXXX, half of a country away from my home and family, and unfortunately did not have the means to communicate with any credit card companies. As such, I did not receive their multiple correspondences. \n\nOn XXXX XXXX XXXX, Amex sent an email advising: Heres what may happen if you dont respond in time: Your account(s) may be cancelled. You may lose any rewards you have pending with American Express, if applicable.\nIf your consumer account is reported to credit reporting agencies, your account will be reported as past due if we dont receive the total amount due for two or more consecutive billing periods. an what may happen if you dont respond in time: Your account(s) may be cancelled. You may lose any rewards you have pending with American Express, if applicable. If your consumer account is reported to credit reporting agencies, your account will be reported as past due if we dont receive the total amount due for two or more consecutive billing periods. At that time, the balance had increased just XXXX, amounting to a total of XXXX. I unfortunately did not see this correspondence. \n\nThe day after XXXX, Amex sent another email. This email did not mince words. Amex stated that I had 1 week to pay my balance (until XXXX XXXX XXXX), or it would result in: (1) cancellation of my 12-year old account; (2) rescission of every one of my 100,000 rewards points (saved over the course of 12-13 years)INSTEAD of applying ANY of my reward balance toward any past-due balance, although the past-due balance would have been far more than covered with my earned points; and (3) reporting my delinquency to all collection agencies without delay. All of this, over TWO missed payments for a total a past-due balance of less than XXXX. \n\nIt was, and still is, bewildering to try to comprehend how a company could be so quick to terminate a long-standing account and discard the loyalty and trust built over the course of 12 years of on-time payments. This is separate and apart from the utter lack of human decency in the companys rush to these inexplicable actions while they were awareor should have been aware! of my circumstances after more than a year of me discussing it with representatives a multitude of times. I believed keeping the company aware of my situation and making whatever payments or arrangements I could to stay on track for the whole program would benefit both parties in the long run. However, I was wrong. I would be shocked if American Express had one single piece of paper documenting anything about the unbelievable hardships that I foolishly discussed with them like someone there cared. To be fair, Im sure there is a record of me requesting to be enrolled into the hardship program! The company just does not care why; what happens to their customers before, during or after these periods of hardship; or how long their customers have been ideal debtors before they become ideal XXXX for falling into XXXX XXXX or financial troubles. \n\nAmerican Express wants on-time payments. Thats all. \n\nOn XXXX XXXX XXXX, my electronic statement indicated that all of my rewards points were present in my account. \n\nOn XXXX XXXX, Amex sent an email officially notifying me that they had indeed canceled my 12-year old account. The email also mentioned that I had a limited window of 90 days to redeem any earned membership rewards points, after which they would be forfeited. It was right before this final email that I returned to XXXX XXXX to try to begin addressing the catastrophic upheaval that had unfolded in my life.\n\nOn XXXX XXXX, Amex emailed advising there were, Three steps to get a new American Express Card, and providing the ways I could bring myself back into good standing with the company (or so I thought). The body of the email read:\n\nXXXX, take advantage of your current offer. Heres how the program works:\n\nCheck\t\nChoose from available payment plans or build your own.\n\nCheck\t\nBe sure to make your payments on time.\n\nCheck\t\nFinish the program successfully and you can apply for an American Express Optima Credit Card (exclusions apply, see below).\n\nWhen I got caught up on all of these emails, and was made aware my account was cancelled after two months of missed payments, I contacted American Express as soon as I could to explain the situation and establish another payment plan to cover the past-due amount (even though I still was not able to begin working). I arranged the payment plan before XXXX due date, and paid XXXX  on time. Not only did I make a payment plan, but upon receiving my first check from work, I made payments on my account above and beyond the agreed upon amount, clearing my past due balance almost immediately.  I discussed the new card with the rep, that I believed would re-start my membership with Amex once I was current (based on the XXXX XXXX) email, and fully believed that I would be in good standing very quickly \n\nWhat I never would have expected is that during that time, American Express had no intention of continuing a relationship; they were silentlyand knowinglynudging me along into entering payment plans, discussions of new cards soon, clearing my balance as quickly as possible, feigning concern for my well-being, etc., etc., all while deliberately a hutting the door on my opportunity to reclaim my membership points within 90 days of notification of cancellation. Their XXXX XXXX email stated consumers have 90 days from that notification to reclaim their points. I was on the phone with American Express before my XXXX XXXX due datenot even 30 days laterdiscussing my account, my hardship, making a plan to pay my balance quickly with money I did not have, and speaking about going forward with Amex from that point. \n\nNow, in XXXX XXXX, with a current account, I first discovered all of my points are gone. I contacted American Express today and spoke with 3 employees, and one supervisor. I spoke calmly and explained the situation, certain that once an employee with management responsibilities heard my situation normally, it would be handled without any issue at all. I mean, how much clearer could it be?\n\nEvery employee at American Express today advised me there is absolutely \"nothing\" they can do about the rewards points. Despite the fact that they know I was in touch with them 60 days before my deadline to claim the points. And despite the fact that the only reason we didnt discuss points in XXXX is because I was concerned with paying the company what I owednot my own points. I mean, American Express cant use them, so why would I worry they would try to steal them from me? The answer is: some companies simply do not care one single iota about the wellbeing of their consumers. And sometimes, its the same company that proves this over and over and over again. \n\nI have been actively making payments throughout this time; contacting Amex to discuss each time I cant; diligently working to clear my balance any time one has accrued; and expressing my desire to rectify the situation with the company as soon as I learned there was one. In return, I was met with a cold and inflexible response that showed me, once again, how quickly American Express will throw their consumers away when they have a single reason to believe the consumers social status has dropped.  \n\nThe realization that my hard-earned rewards points, accumulated over a decade and never touched, had been sneakily taken away from me 2 months after I contacted Amex to resolve this issue, is a blow that I wish was not so devastating. To witness my rewards accumulated over 12 years vanish, while I actively made payments and resolved my balance, is both heartbreaking and unjust. Especially when considered with the fact that the points could have resolved every single issue that now will plague me for years to come  late payment reporting, my oldest credit account closed; it just goes on.  The company has no time to waste thinking of trivial matters like this. \n\nThe treatment I have received from American Express has been nothing short of disgusting and inhumane. Despite my loyalty and efforts to rectify the situation, the company has shown a complete lack of empathy and understanding, which, unfortunately, is 100% par for the course. I have never seen American Express even endeavor to do the right thing when a customer has an issue. The first step to fixing the problem has to be to care.\n\nIt is my sincere hope that by sharing this story, other cardholders and the public will gain a deeper understanding of the rampant and pervasive, unethical treatment and lack of compassion exhibited by American Express in its daily workings. Unfortunately, I have to believe the Amex employees attitudes towards their customers who are facing hard times must be passed down from upper management. And that is a shame. \n\nHowever, if that is not the case, and the Executive/management team at American Express does not condone this flippant disregard for the well-being of its consumersespecially in the wake of the pandemicI really implore them to please, please contact me. I know that Im not getting anything back, Ive been down this road before. But I would like to hear that you at least care. You must understand that your actions, and your companys actions, have real, significant, and often times extremely negative impacts on the financial, physical, and mental well-being of innocent people all over this country. During these crazy times, its especially important to put yourself in someone elses shoes every now and then.  \n\nWhoever reads this, thank you for your time. I hope that raising awareness of this matter is all that will be required for American Express to maybe just take a look at its policies and treatment of customers, just to make sure those things comport with good business practices, and with being a good human, generally.","date_sent_to_company":"2024-04-30T18:28:30.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"077XX","tags":null,"has_narrative":true,"complaint_id":"8897285","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"AMERICAN EXPRESS COMPANY","date_received":"2024-04-30T18:22:07.000Z","state":"NJ","company_public_response":null,"sub_issue":"Problem with customer service"},"highlight":{"complaint_what_happened":["I know that Im not getting anything back, Ive been <em>down</em> this <em>road</em> before. But I would like to hear that you at least care. You must understand that your actions, and your companys actions, have real, significant, and often times extremely negative impacts on the <em>financial</em>, physical, and mental well-being of innocent people all over this country. During these crazy times, its especially important to put yourself in someone elses shoes every now and then."],"issue":["Other features, terms, or <em>problems</em>"],"sub_issue":["<em>Problem</em> with customer service"]},"sort":[8.203571,"8897285"]},{"_index":"complaint-public-v1","_id":"3525930","_score":6.3690896,"_source":{"product":"Mortgage","complaint_what_happened":"I received preapproval from Quicken loans on XX/XX/2019 for the amount of {$350000.00} for the purchase of XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX  XXXX. This loan was to be closed on the date of XX/XX/2019. \n\n\n\nMy agent and I asked if we could make a move up the close date by 2 days, with the close date of XX/XX/2019. Quicken loans was quick to respond that pending the sale of our then current home, and the title documentation all arrive to them on time with proof of a sellers CD, and of a clear title, then we were good to close on XX/XX/2019 as requested by our agent with no problem. All thay was requested by Quicken was done and provided on time per request by Quicken Loans to insure our new close date. Leaving us to believe we were on our way to close on our new home XX/XX/XXXX at XXXX. In XXXX XXXX, XXXX. Community Title. \n\n\n\nAfter they said we could close on XX/XX/2019 we never had any more communication from Quicken loans in reference to our pending close date of XX/XX/2019. They were reassuring in the last conversation that they loan was in final underwriting stages and everything was fine and they would be in touch through Quicken client dash board online, where we could see the loan reaching its final stages. Our agent contacted Quicken loans on XX/XX/2019 asking if they had all things needed to close on XX/XX/2019. The close date of our current home at the time was set to close on XX/XX/2019 and it closed on time without any issue. We wanted to make sure they needed nothing  more from us other than the proof that our house had closed and a we had a clear title as mentioned before. When my agent contacted them on XX/XX/2019 she got an automatic out of office reply. She didn't hear from Quicken loans again until XX/XX/2019 and they said all they needed to close on our loan on time was the sellers CD from XXXX County Abstract title company by XXXX XXXX on XX/XX/2019 to close at our requested date of XX/XX/2019. When our agent called to see about why they didn't receive the title information XXXX, with XXXX County abstract title company said that Quicken loans had never requested the information. We then contacted our bank who was the lender on our three previous mortgages to get the title closing information to Quicken by XXXX XXXX  that day. We personally made sure this was done not Quicken loans. I had to request my own closing and title documents myself to be rushed by the bank to be received by XXXX XXXX so we could still close on the requested date of XX/XX/2019, I made sure this was sent and received by Quicken Loans and it was confirmed by Quicken Loans that it was in fact received. They also had no explanation of why they hadn't requested the information as they were clear it was their job to do so, not ours and they did have all the information on who to contact to get the information from, provided by our realtor and by us. We then went on to close on our current house that we were selling as scheduled on the scheduled close date of XX/XX/2019, I was in constant contact with my online dashboard to lookaout for any changes but it still showed a close daye of XX/XX/XXXX- we were on schedule ... It seemed. I had not received any communication on the home I was buying and closing on on XX/XX/2019 in person however, even tho I had left several messages, via email, phone, and on the Dash Board. I only received automatic replies. \nBy this time we had moved out of our current home had a XXXX packed with all our belongings and were set to move two hours away thinking we were closing on XX/XX/2019 at XXXX XXXX as we had never heard otherwise from Quicken loans. As mentioned before they had assured us several times that there was nothing else on our ended after the close and sell of or property was proved and verified. Without any contact from Quicken and trying to move out of our house I was consistently checking our client dashboard and all documentation said \" confirmed and verified '' and the closing date was still shown on the dash board as XX/XX/XXXX. So we had no reason to believe we'd not be closing the following morning XXXX XXXX at XXXX XXXX at XXXX XXXX In XXXX XXXX, Kansas. \n\nHowever ... this didn't happen ... ..and we had no idea that it wasn't going to .... \n\n\n\nQuicken loans never communicated to my agent, myself, or community title that we were not closing on XX/XX/2019 as still scheduled. They didn't even bother to let us know we would not meet our close date. Again our agent had to contact them for this information and we were then homeless. \n\n\n\nTo further complicate our situation on XX/XX/2019, I was emailed and my agent was CC 'd on the email the info of my preliminary closing disclosure this email thread contained personal information such as our bank account numbers, the account balance of the bank account, as well as personal documentation from my divorce 15 years prior. I never gave Quicken permission to share this highly personal information with our agent and she never requested it this is all while we are again still currently homeless and we know that this is a direct violation of the CICA. Dealing with our identity potentially being compromised while not having a home, or a secure wireless internet access made this already horrific experience even worse and way more financially draining. \n\nQuicken then said our close date was now scheduled on XX/XX/XXXX this was close date # 2. I contacted Quicken and started demanding answers of what in the world was happening with this loan! I found out that they didn't start working on submitting our loan until XX/XX/2019 that's eight days prior to our initial closing when you take out the weekends and the 2 1/2 days XXXX XXXX, our loan processor was out of the office. this left only three days to process this loan, & was informed wed been moved to close on XX/XX/2019 .... the third time of moving our closing date. Now we were on close date # 3 and it was nine days past the close of our original close date .... all while we still had nowhere to live and a XXXX packed with our belongings. IT WAS THE MOST STRESSFUL THING MY FAMILY HAS EVER BEEN THROUGH! \n\n\n\nAt this point my agent contacted Quicken loans and asked to speak to a manager or supervisor. The response was that we had signed up for the self-service process ... at no point in the last three weeks leading up to this point had we been notified of any self-service loan process that we had signed up for. Why are we paying closing cost if it is self service? This was an out right lie! We would never sign up to service our own loan? And if being an online lender makes it \" self service '' then that should be fully specified upon application. \n\n\n\nAt this point we were highly distressed we have limited access to Wi-Fi we had nowhere to live we were needing to establish residency as my son was just days away from starting a new school and the stress was beyond overwhelming. My agent knew the panic that we were in and decided to contact Quicken loans again after no communication from them to see if there is any additional documentation that they needed from us would be holding up the loan, everything on our dashboard was still \" confirmed and verified '' showing nothing on our \" TO DO '' list. \nIt was at that point that our agent had found out from XXXX XXXX, the loan processor that they hadn't even requested tax transcripts? We are W-2 filers and our employers had already provided the letter with the further proof of income, BTW. There was an address issue on the tax transcripts however if they had requested the transcripts up do our submission of them on XX/XX/XXXX, this would not caused any delay, Also worth noting was on our Dash Board our transcripts had been under the \" COMPLETED AND VERIFIED '' tab since XX/XX/2019. \n\n\n\nAt this point but still homeless without connection to Wi-Fi, I received my TRID on XX/XX/2019 this this was the fourth and final close date with the date of XX/XX/2019 which is a 10 day past our original close date. During this time they were not in contact with me, my agent, the title company, unless we reached out to them. The loan did close and our first payment was due on XX/XX/XXXX we were told to do nothing until our first payment was due. Which did provide some stress relief ... we now had a home and could at last prove residency for our son 's school district with 3 whole days to spare ... he started school XX/XX/XXXX.\n\nThe 'Stress Relief ' didn't last long .... we started getting multiple phone calls asking us to sign a document, we were aware that there could be further documents that would pop up along the way but we were told that it would be nothing imperative to the loan itself. Upon further review of the situation we realized that the original document loan application 1003 was never signed. This meant that they had given us an FHA loan for {$300000.00} without the original document of the loan application even being signed. On XX/XX/2019 XXXX XXXX the senior banker at Quicken loans text me and asked us to sign document number 1003 and you have it sent back as soon as possible. Upon further review of the document we realized they were asking us to sign a backdated document I decided to look further in to the issue as the experience prior with Quicken Loans was not, repeatable, reliable, and seemed completely inappropriate and very \" sketchy ''. Then on XXXX XXXX XXXX sent a message offering and I quote we will send you {$50.00} if you can go ahead and get this taken care of and signed '' but we were still not comfortable signing it as it was backdated and we knew that that was not something that was usually done in any of our previous loan experience, we did seek counsel on this issue and were advised to not sign a backdated document, & we did pay our first mortgage payment due on XX/XX/XXXX of 2019. I would like this incident reviewed because I feel like there has been many violations through this long process. They continued to ask us to sign the Uniform Residential Loan Application, while still back dated with now additionally offering us {$200.00} to sign  it! This again did not feel right and I continued to look into advice on how to handle the situation, finally being referred to the CFPB. \n\n\n\nThe stress both mentally and financially that was put upon our family through this process has been indescribably damaging. I've only waited this long to make the complaint because I needed to know who to complain to, my wife has been under stress ever sense and once we closed it was only three days that we had to get our son into school, establish his residency, move into a house, while making sure that none of our identity had been compromised through the information that was leaked on an email thread. We had bank accounts we had to close, and again we were at that point completely overwhelmed. \n\n\n\nThe emotional side of buying a house and relocating two hours away from your hometown was stressful enough but the situation that Quicken loans put us in was beyond hard and completely unnecessary. Unfortunately, this has led to my wife to suffer from XXXX and being emotionally overwhelmed to the point of seeking help from her doctor just because it was so emotionally and financially traumatic for our family. \n\n\n\nWe hope that in this complaint we can save people who use this company from having to experience what we went through and the main take away was our financial information was shared down to account numbers and balances of our bank accounts as well as very confidential information about very personal life experiences such as my divorce. Also to be noted XXXX XXXX had told us that they had a relocation partnership with my husband 's company we have now realized that was completely untrue. We also were never told that by locking in our interest rate of 3.99 % what it cost us a XXXX additional dollars on a closing statement we also have it in our records that we had provided them with our tax information upon the initial completion of our loan application in the beginning of XX/XX/2019 so to not start the tax transcript request until 10 days before close is certainly unacceptable. This is especially frustrating as on our Quicken Loans Dashboard it had provided a notification that our tax documents were COMPLETED AND VERIFIED as of XX/XX/XXXX in the early stages of our loan application. \n\n\n\nWe feel that they also were trying to by time by saying they needed additional documentation from us, to prolong the loan process because of not requesting tax documents until 10 days prior to close. The documents they requested were not significant enough to hold up the loan process we later found out from our loan processor XXXX XXXX. \n\n\n\nThey were making request of of insignificant documents after we were assured several times that we didn't need to provide any further documentation. They also at one point were were blaming the seller of our new home purchase, saying they had a title issue, and no further documents were needed on our end of this transaction. This was also untrue. \n\n\n\nIn fact, the tax transcripts did not arrive in time to meet our 4th closing date, so because we were W-2 filers they went ahead and sent us a clear to close. We believe this only happened because we made them aware that we had begun the mortgage application with a different mortgage lender, which was true and we can provide proof if its needed. \n\n\n\nAgain this was a nightmare both emotionally and financially as we had additional expenses from XXXX, our cell phones, when we were not at a location with free wifi, also fees of needing a place to stay while waiting to close. \nPlease feel free to request any additional information that you may need or any additional documentation that you may need to look further into our complaint by email at XXXX. Or by personal phone call at XXXX. There is so much more to the story that we could include proof and documentation of if needed. Thank you for your time and providing a safe place for us to share our story and to hopefully try to hold someone accountable. We sincerely hope this complaint makes it possible for this not to happen to anyone else in the future who wants to do business with Quicken loans. I hope its clear that we would not advice anyone to use Quicken Loans and that it is emotionally and financially risky. This was our 4th mortgage loan and although the other home purchases came with some stress, Quicken Loans takes the cake! We have never had this type of experience with past lenders and we are aware that it didn't have to go this way for us and it doesn't have to like this for anyone else in the future. \nWith the incident of our main personal checking account being compromised, a CFPB violation. The RESPA violation by asking us to sign a back dated document. Then offering us money to sign the backdated document. The private details of my past divorce information being leaked on a email thread. Not to mention the emotional and financial hardship put upon our family, and is still taking a Financial tole on our family we try to catch up from the additional cost of the situation we were put in, WE would like to request full forgiveness of the loan. We now know the true meaning of pain and suffering in regard to it being a legal term. We can only look to the future with positive eyes but the road to that outlook has not been easy, especially for my wife who suffered emotional stress to the point of being diagnosed with XXXX. She is on a road to recovery, with the help of her Dr . But Again this was also another instance of the financial hardship we faced. We don't ask forgiveness of the loan to be greedy but only to financially catch up, have restitution, and financial recovery.","date_sent_to_company":"2020-02-10T00:22:59.000Z","issue":"Closing on a mortgage","sub_product":"FHA mortgage","zip_code":"64081","tags":null,"has_narrative":true,"complaint_id":"3525930","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Rocket Mortgage, LLC","date_received":"2020-02-09T23:58:25.000Z","state":"MO","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["We can only look to the future with positive eyes but the <em>road</em> to that outlook has not been easy, especially for my wife who suffered emotional stress to the point of being diagnosed with XXXX. She is on a <em>road</em> to recovery, with the help of her Dr . But Again this was also another instance of the <em>financial</em> <em>hardship</em> we faced. We don't ask forgiveness of the loan to be greedy but only to financially catch up, have restitution, and <em>financial</em> recovery."]},"sort":[6.3690896,"3525930"]},{"_index":"complaint-public-v1","_id":"14439299","_score":4.0666146,"_source":{"product":"Mortgage","complaint_what_happened":"b'This complaint of Pennymac pertains to unethical and illegal practices during making payments, closing a loan, and attempting to contact Pennymac to resolve issues. I filed 2 separate complaints on XXXX XXXX XXXX XXXX XXXX to which Pennymac provided blatantly false information and lied about certain occurrences.\\nPennymac has never returned my calls and claims they made one singular attempt to contact me by phone on XXXX XXXX XXXX. This is false, as there are no missed calls on this date from any Pennymac number. This follows the pattern of Pennymac blatantly lying about contacting customers who reach out, repeatedly, for help and are unable to contact anyone. It is imperative that the CFPB look into such practices as these obstacles are purposeful attempts at not resolving customer issues.\\nSecond, and this is where most of the problems stemmed from, I was offered a forbearance plan of 6 months, in effect for XXXX  through XXXX XXXX because it is for 6 months. Again - THROUGH XXXX XXXX, of this year - WHICH IS SIX MONTHS. When this was discussed via phone, I requested this in writing immediately, and nothing in writing was ever received. Again - NO WRITTEN COMMUNICATIONS WERE SENT ON BEHALF OF PENNYMAC REGARDING THIS FORBEARANCE, DESPITE MULTIPLE REQUESTS FROM ME, THE CONSUMER. On XXXX XXXX XXXX, Pennymac uploaded a document to the online portal, backdating it several months, notifying of a forbearance plan, WITHOUT ANY OF THE DETAILS DISCUSSED DURING THAT INITIAL PHONE CALL. This is a blatant example of Pennymac trying to cover up their errors during this process.\\n\\nParagraph 3 of the previous response states that I, the customer, reached out to Pennymac on XXXX XXXX to discuss the forbearance plan, which is NOT AT ALL TRUE. I was attempting to access my XXXX XXXX information through the online portal - a completely different topic. It was only then that I had seen the amount due for the FOLLOWING DAY - XXXX XXXX I REPEAT XXXX COMMUNICATION FROM PENNYMAC FROM XXXX  THROUGH THAT DAY. \\n\\nAs a reminder, the reason I called in XXXX  to ask about options is because I have an ongoing XXXX XXXX XXXX and I was about to go into the XXXX XXXX XXXX XXXX XXXX XXXX where I would not be available to work or do daily activities such as log into computers. Yet in that time, there was NO COMMUNICATION: No written summaries of what was discussed in phone calls per requests, no statements, no written correspondence whatsoever, no mail, no ABSOLUTELY NOTHING.\\n\\nPennymac simply decided to SHORTEN THE LENGTH OF THE FORBEARANCE, WHICH THEY NEVER FORMALIZED IN WRITING ANYWAY, AND END IT WITHOUT ANY ATTEMPT OF NOTICE TO THE CONSUMER. They are even admitting in their letter that the forbearance was shortened to only four months with XXXX warning and XXXX communication, which supports the notion that they purposely withhold written communications from their customers.\\n\\nThe end of paragraph 3 states \"...as you were no longer in an active forbearance plan...\" which is completely false on Pennymac\\'s part. The plan was supposed to go through XXXX XXXX. This is what was discussed on the phone as my last XXXX  was supposed to be XXXX XXXX \\n\\nPennymac admits in that paragraph that the loan was reported as late in XXXX XXXX XXXX  credit transmissions, which is inaccurate, as the forbearance plan was supposed to have covered that time. As an aside note - I STRONGLY URGE THE CFPB TO LOOK INTO THESE PRACTICES, AS IT IS EXTREMELY PREDATORY AND IN MANY CASES ILLEGAL TO REMOVE ACCOUNTS FROM PRE-IDENTIFIED PLANS WITHOUT ANY KIND OF NOTICE WHATSOEVER.\\n\\nThe last paragraph on page 1 also states that an XXXX (does not state what this means) was mailed, which again is not true - we had not received any written correspondence at this time and therefore have no idea what an \"XXXX\" is, since we were told this plan went through XXXX. Any payments we made during that time we were NOT planning ot make since a) I was not working due to this medical issue and b) all of my savings were covering the medical expenses and care.\\n\\nPennymac is insisting they charged a XXXX fee due to recording a notice of default when the account should have never made it to that status anyway.\\n\\nI had hired a housing advocate to deal with Pennymac at this time because a) they kept leaving these erroneous fees and notes on the account and b) they made it impossible to reach them, either due to long hold times or the \"correct departments being busy\" or providing no way for disabled people to reach them other than hiring someone who can physically speak.\\n\\nDuring this time, we spoke with several Pennymac representatives who provided wildly incosistent information. XXXX  on XXXX XXXX  told us that I needed to make 1 monthly payment to keep the forbearance active, which is what I did, despite being XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX  Then XXXX  on XXXX XXXX  claimed there was no record of the XXXX XXXX XXXX Also during XXXX XXXX XXXXhey claimed we could only speak to \"Loan Modification\" and not \"Loss Mitigation,\" and even admitted they were two entirely separate departments with no communication between the two. The verbatim sentence the Pennymac rep said was: \"I\\'m gonna be honest with you right now, our system is limited, so I cannot address your question with details.\"\\n\\nThe housing counselor even stressed with the Pennymac rep at this time due to Pennymac using non-industry standard terms for their departments as if in a purposeful attempt at deceiving consumers. Pennymac\\'s terminology does NOT align with HUD definitions.\\n\\nAt one point one of the reps stated that they do not mail physical documents and everything is on the online portal; however they do not notify you if a new document is uploaded. I tried checking right there on the phone and the website was down. Pennymac later claimed that the website was down for WEEKS. How are consumers supposed to be notified of anything if the website is down, or Pennymac doesn\\'t mail things and lies about it, or never notifies you when a new document is available, and doesn\\'t put the documents in any accessible form on the portal??? This is ridiculous!\\n\\nWhile Pennymac\\'s letter mentions the Loan Modification form, this was NOT brought to my attention until our XXXX XXXX call with Pennymac rep XXXX, which he stated that the account had changed status again due to an open Loan Modification application, which again had been opened without my knowledge or any correspondence on the matter. XXXX  informed us that I had to come up with 2 payments on the stop in order to close out this Loan Modification application that I never even requested and had no knowledge of.\\n\\nOn XXXX XXXX  we spoke with someone named XXXX and then XXXX from Pennymac. First XXXX insisted that I had to submit a mortgage assistance application. The housing advocate asked: \"Are you saying there needs to be another application to be considered for continued forbearance?\" The Pennymac rep XXXX replied: \"Yes and no,\" verbatim, and stated that regular processing is to run back through the review, without giving any details as to what that meant, and why we had to deal with 2 different departments, the loan modification and loss mitigation departments. However, this directly contradicted what XXXX  had said on the previous call, which is that the mortgage assistance application was the WRONG application and needed to be closed out in order to request an extension of forbearance, which he said he had done. The current rep XXXX stated that she is not in the right department to do that.\\n\\nThis is also when we filed a formal complaint with Pennymac about the original XXXX call. Again - that call was to ASK about what was POSSIBLE since I knew I\\'d be going into the hospital for several months. The rep on that day had offered the 6 month forbearance plan, stating that I could resume payments at the end of 6 months as normal. I was hesitant because that sounded too good to be true and he insisted I sign up right away or it would not be available - which is why I requested the written details of that BEFORE signing up, which I never got, and he insisted I sign up at that moment or that would not be available in the future.\\n\\nPennymac claims they record all these calls but have refused to provide any audio we requested, which is why we started recording them ourselves, especially as we found Pennymac continuously lied throughout our complaint and account process.\\n\\nOn XXXX XXXX we spoke with Pennymac rep XXXX who admitted this - Pennymac can change its forbearance plans any time, without notice - which substantiates, again, why Pennymac refuses to put any of this in writing when requested. She also said that the payments do NOT automatically go to the end of the loan (completely inconsistent with the rep in XXXX who told me thats why I should accept this 6 month plan immediately). XXXX told us to request an extension of forbearance and again stated that the Loan application is still open and pending, despite the last 2 reps saying it had been closed out. XXXX  also mentioned Disaster Forbearance as an option since the home had been in the middle of Hurricane Helene. \\nBetween JXXXX XXXX XXXX, half of these reps also stated that the account should NOT have been reported to credit bureaus as late, because forbearance protects that.\\nAt the end of the XXXX XXXX call, XXXX again admitted that she was not in the correct department to handle my extension, even though she was the XXXX rep we had been transferred to on that particular day, and I should call back after making a payment to get to a different department. XXXX informed me that the ONLY way to get to the CORRECT DEPARTMENT TO HANDLE MY ACCOUNT is to make ALL of the missing payments AT ONCE to bring the account current outside of any forbearance assistance programs. Oh right because everyone who spends XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX more than what they had before.\\nWe called back and were told that we have a letter in the online portal, which outlines my assigned representatives as XXXX XXXX XXXX  and that I should talk to them. Let it be noted that I called those phone numbers three times a week throughout the four months this went on, and NEVER once was able to get XXXX XXXX XXXX, who could be fictitious characters for all I know.\\nWe were transferred back to the Modification department, which is what we were just talking to, and they said we no longer had a Modification in place only without explaining what they meant. Their verbatim response was: They closed out the plan, but the review is still in place. This tells us nothing; however, this rep did say that it looks like the account should be eligible for continued forbearance. We now have 3 or 4 reps who say there is no active modification, and 3 who say there is. No one can give us a definitive answer.\\nWe called back and the NEXT representative said that my modification application (which I never requested or knew about) was closed out because I did not submit a mortgage assistance package (again because I did not request a modification and had no idea what they were talking about). My housing advocate at the time pointed out all of the inconsistencies with Pennymacs practices and the repeatedly incorrect information and lies we had been fed over the past two months.\\nLater in XXXX  we called again, and got representative XXXX who stated that I was eligible for continued forbearance of two months, which would be XXXX XXXX XXXX restarting all payments XXXX XXXX.\\nAt this point I was still not working as I needed XXXX XXXX  so I put the house up for sale because it seemed easier to sell it and be homeless than deal with Pennymacs blatant thievery, deceit, and illegal practices obviously intended to frustrate the consumers into giving up.\\nShortly after that call I checked my statement (without any prompt from Pennymac because they still did not send any correspondence) and saw ADDITIONAL foreclosure fees.\\nWe called in XXXX XXXX XXXX XXXX  again who admitted that the extra foreclosure fees were in error and could be removed once we were out of the forbearance plan. XXXX  confirmed the account was still in forbearance through XXXX XXXX and only once it was out of forbearance, we had to call back and request to remove those fees since his department doesnt do that.\\nWe then spoke with someone named XXXX  who said that they did not paint the full picture of forbearance when they coerced me into agreeing to it verbally over the phone without seeing any formal written explanations, as I requested repeatedly.\\nPennymacs response letter page 2 paragraph 2 states that I spoke with the Loss Mitigation department XXXX XXXX and that agent did not update records accordingly, although I have already shown numerous times how MOST of the Pennymac agents DID NOT UPDATE RECORDS AT ALL. \\nOn XXXX XXXX  I called Pennymac to request a payoff statement in order to sell the home. I spoke with XXXX who informed me the home was in foreclosure status, and also that payoff statements took 7-10 days to generate. Pennymacs response letter stating it was generated same-day is another blatant lie. I was forced to wait on hold again and request an expedited payoff.\\nThe payoff documents again arrived with additional foreclosure fees, which the previous reps had already stated that could be waived since they were added in error. We called back so as to NOT have the incorrect payoff documents faxed to the attorney, as this could bias our sale. Pennymac faxed the incorrect documents to the attorney anyway, which did in fact cause a significant rift in the sale.\\nOnly at this point XXXX XXXX XXXX did this representative suggest I could receive correspondence through email, since Pennymac had never actually mailed me any correspondence and repeatedly lied about doing so. They emailed me a verification link I had to click on to accept receipt of e-mail correspondence. I clicked on this link TWICE to complete the verification and received technical errors BOTH TIMES. Again, I feel Pennymac does this on purpose so that they can lie about the correspondence they never sent, which protects them from changing the terms of their programs without notice or reason, especially when they claim they record phone calls but refuse to go back through the audio or share the audio.\\nThe rep told me to try again in 24 hours, which I did, and it still didnt work. I called back the following day only to be told that payoff documents cannot be expedited and take 7-10 days.\\nXXXX XXXX XXXX we got 3 payoff statements, all 3 of which were incorrect. I had to call back and wait on hold for 2 hours 54 minutes to deal with this  I had to cancel a doctor followup because I was waiting on hold. This is absolute insanity for such a large company to be permitted to create such obstacles in this way.\\nThis agent claimed that there was NO RECORD of any of my & the housing advocate\\'s calls for the last two weeks. She said that the foreclosure was in error so those fees will be removed. They were not removed.\\nWe spoke with XXXX who said they WERE in fact removed and it would take 24 hours for the new payoff document to reflect that. However we were supposed to close within 24 hours. She gave me an XXXX  number to call which is their separate foreclosure division because she was showing the house WAS in foreclosure. I called that number and it was not in service  it said no routes found and hung up.\\nWe called Pennymac back and spoke with XXXX. By then, XXXX XXXX XXXX XXXX had said the fees had been removed but they were still showing up. She said she sent an email to the payoff department to remove those fees but there was no way to speak with them directlyXXXX XXXX again confirmed that the house was in foreclosure even though ALL the other reps had told us forbearance. She claimed she was in the modification department.\\nThe housing advocate and I expressed frustration that we had already confirmed the property was in forbearance through XXXX XXXX multiple times, and that these foreclosure fees were in error, which was confirmed by multiple reps. XXXX stated, verbatim, I did confirm the forbearance is closed and youre under modification. They are telling you incorrectly.\\nIt is very clear that Pennymac has no idea what theyre doing and every rep just blames the previous reps for not doing something or telling consumers incorrectly. They admit in their response letter that one rep only made an error when it is clear it is many.\\nTheir letter states that these extra fees were accurate when that is not true at all and many of their reps and letters state the opposite. \\nThey also state there are XXXX fees for property inspections that occurred XXXX XXXX XXXX and XXXXXXXX XXXX XXXX. This is also a lie. First, property inspections were not supposed to happen since the account was not delinquent, even though it was incorrectly reported as such. Second, there were numerous people at the home on both of those days and no such property inspections occurred. We have 12 security cameras as well, including facing the street since the home is hidden from the public road. No one came on the property, stopped at the property, knocked on the door, or came anywhere near the property those days, besides the people residing at the home.\\nI have repeatedly shown that Pennymac is incorrect in its credit transmissions and the account was never delinquent, yet ended up in numerous statuses other than the correct status due to Pennymacs continued and blatant errors and blatant lies in many instances. The housing advocate and I have collected detailed notes and recordings that support my case. It is laughable that Pennymacs letter ends in a statement commiting to being accountable, reliable, and ethical given they have gone to extreme lengths to act on the complete opposite spectrum of these values.\\nPennymac is a massive company and we as consumers have no control over when massive servicers like them purchase our loans from smaller companies, giving us XXXX choice in choosing to become a Pennymac customer. I for one would never have chosen such an unethical, disorganized, incompetent company to be in charge of my most valuable asset, which I no longer own  as a chronically ill disabled person  due to their incompetence and horrible practices. This has been incredibly frustrating to say the least and I have pointed out several instances in which they engaged in illegal behavior, which they are still denying and refusing to support with documentation  which begs my response to their supposedly enclosed documents in their response.\\nAs I have already shown, these documents were either a) completely fabricated and never sent at all; b) the XXXX document was created XXXX XXXX XXXX and backdated to XXXX  after it was uploaded to the portal only, but NEVER generated and sent in any written form, as was requested at least 2 dozen times between XXXX XXXX XXXX XXXX  c) the mortgage assistance application I was told to dive deep through random menus online in the Pennymac portal to access as it was never sent in any easy form to me to fill out, again because I never requested it and it was used as an afterthought to try to cover up Pennymacs wrongdoings; the property assistance questions, and questions on income, hardships, etc were included ONLY IN PENNYMACS RESPONSE TO THE ORIGINAL CFPB COMPLAINT AND NOWHERE ELSE IN OUR ENTIRE CORRESPONDENCE BETWEEN XXXX AND XXXX XXXX The additional document Loan Modification Update with XXXX XXXX date was again seemingly fabricated just for the response and did not appear in any correspondence between myself and Pennymac at any time between XXXX XXXX and XXXX XXXX. The additional letter dated XXXX XXXX XXXX was not sent to me at any address, nor was it uploaded into my portal, and appears completely fabricated simply for the purpose of responding to this complaint. The forbearance letter dated XXXX XXXX was also not sent to me.\\nMind you, during this time, I received ALL of my mail at the property address, with minimal mail losses during the hurricane; I also received ALL of my mail from every other banking institution, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX There were multiple other people at the property during the time XXXX XXXX XXXX XXXX XXXX who also brought mail that was delivered there, and received all mail addressed to them that they were expecting. It is incredibly curious that somehow only Pennymacs correspondence on every matter never arrived, yet we had no other issues with mail.\\nPennymac in its response provided NO PROOF of mailing any of these letters at the time they stated they did; simply computer-generated documents with whatever date they want to put on top. It should also be noted that the payoff instructions were never sent to me anyway.\\nLastly, Pennymacs final and again incorrect payoff statement included interest for multiple weeks after close, as well as an overpayment of escrow fees. The law firm handling the closing insisted that Pennymac would send me a check for the return of any overpayment of fees. Unsurprisingly, Pennymac never did such a thing, again keeping my money. At this time, in XXXX XXXX Pennymac has still not corrected its inaccurate credit reporting either.\\nI have a XXXX XXXX  and have worked my entire life and have purchased numerous properties in the past, without any issues. I have maintained a perfect credit score my entire adult life, which has aided me in many investments and business loans. Now Pennymac wants to come and destroy that, unjustly and incorrectly, after I have done everything right trying to resolve their errors with them and work with them diplomatically.\\nAgain  I strongly urge the Consumer Financial Protection Bureau to do its due diligence in auditing such unethical and illegal practices being engaged in by the nations largest mortgage servicers. They have given themselves unchecked authority to do what they will with customer accounts for what will be many of our biggest asset purchases in our lives, and they purposely place countless obstacles in the way of resolving these problems, then simply blame past representatives or computer errors and refuse to fix them. I will continue to fight against such unjust practices. I hope the CFPB will due its duty to investigate and put an end to this. No one should have to go through what I went through.'","date_sent_to_company":"2025-07-03T21:41:59.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"84106","tags":null,"has_narrative":true,"complaint_id":"14439299","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"PENNYMAC LOAN SERVICES, LLC.","date_received":"2025-07-03T21:31:27.000Z","state":"UT","company_public_response":null,"sub_issue":"Trying to communicate with the company to fix an issue while managing or servicing your loan"},"highlight":{"complaint_what_happened":["I tried checking right there on the phone and the website was <em>down</em>. Pennymac later claimed that the website was <em>down</em> for WEEKS. How are consumers supposed to be notified of anything if the website is <em>down</em>, or Pennymac doesn\\'t mail things and lies about it, or never notifies you when a new document is available, and doesn\\'t put the documents in any accessible form on the portal??? This is ridiculous!"]},"sort":[4.0666146,"14439299"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":14,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":14}]}},"product":{"doc_count":14,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Mortgage","doc_count":6,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":3},{"key":"FHA mortgage","doc_count":2},{"key":"VA mortgage","doc_count":1}]}},{"key":"Vehicle loan or lease","doc_count":3,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Loan","doc_count":3}]}},{"key":"Checking or savings account","doc_count":1,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Other banking product or service","doc_count":1}]}},{"key":"Credit 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