{"took":144,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":138,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"22080403","_score":24.423883,"_source":{"product":"Mortgage","complaint_what_happened":"To Whom It May Concern, I am submitting this formal complaint regarding the handling of my mortgage account, the foreclosure process initiated against me, and the failure to provide the written assistance and communication I repeatedly requested.\n\nAfter losing my job in XXXX, I immediately began making every effort possible to save my home and work with both XXXX XXXX and Habitat regarding my mortgage delinquency. Throughout this process, I was actively communicating with representatives and making payments to bring my account current.\n\nI specifically requested written confirmation stating that if I reduced my delinquency below 120 days and continued making payments, foreclosure proceedings would not move forward. I never received the written documentation I requested despite asking multiple times. \nXXXX and representatives from Habitat advised me to continue making my monthly payments and indicated that I should be okay if I continued making payments toward the account. Based on those conversations, I continued making payments in good faith to prevent foreclosure. However, I repeatedly requested this information in writing and never received it. \nTimeline of Events : XX/XX/XXXX : I contacted XXXX XXXX regarding my mortgage payment and my efforts to bring the account current. \nXX/XX/XXXX : I made a payment at the branch location. \nXX/XX/XXXX : I contacted XXXX XXXX and reported the payment I made and advised them I would make another payment on XX/XX/XXXX. \nAt the time of that conversation, I was approximately 123 days delinquent. \nNo one informed me during that call that foreclosure proceedings would be filed within days. \nWhile I was actively making payments and attempting to work with the bank and Habitat to save my home, Habitat proceeded with pushing the foreclosure process forward. I believe this was unfair and inconsistent with the guidance I had been given.\n\n\nAdditionally, my housing counselor also requested written clarification and documentation regarding my account and foreclosure status, which was never properly provided. I have acted in good faith throughout this process by communicating regularly, making payments despite financial hardship, and seeking assistance immediately after losing my job. I do not believe I was provided clear communication, proper assistance, or the written information necessary to protect my home.","date_sent_to_company":"2026-05-11T17:10:20.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"27610","tags":null,"has_narrative":true,"complaint_id":"22080403","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"HABITAT FOR HUMANITY INTERNATIONAL, INC.","date_received":"2026-05-11T16:55:31.000Z","state":"NC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Foreclosure"},"highlight":{"complaint_what_happened":["To Whom It May Concern, I am submitting this formal complaint <em>regarding</em> the handling of my mortgage account, the <em>foreclosure</em> <em>process</em> initiated against me, and the failure to provide the written assistance and communication I <em>repeatedly</em> <em>requested</em>.\n\nAfter losing my job in XXXX, I immediately began making every effort possible to save my home and work with both XXXX XXXX and Habitat <em>regarding</em> my mortgage delinquency."],"sub_issue":["<em>Foreclosure</em>"]},"sort":[24.423883,"22080403"]},{"_index":"complaint-public-v1","_id":"22520042","_score":22.79692,"_source":{"product":"Mortgage","complaint_what_happened":"I am submitting this complaint regarding the handling of my mortgage account by Shellpoint Mortgage Servicing. Since taking over responsibility for the property after probate, I have experienced ongoing problems with communication, inconsistent information, and delays regarding my mortgage account and foreclosure concerns. \n\nI have repeatedly contacted the company seeking assistance, clarification, and information about the status of the loan and available options to prevent foreclosure. Despite my efforts, I have received conflicting information from different representatives and have not been provided clear guidance or timely responses. \n\nOn or about XXXX XXXX, I contacted the company to request information regarding the account status, payment history, foreclosure status, and any available loss mitigation or loan assistance options. I also requested documentation related to the account and asked what steps were necessary to resolve the matter and keep the home. \n\nSince that time, I have made multiple attempts to communicate with the company by phone and/or written correspondence. I have spent significant time trying to obtain accurate information, but the process has been confusing and stressful. I believe the company has failed to provide clear communication and adequate assistance regarding my account. \n\nAs a result of these issues, I am concerned about the possibility of foreclosure and the loss of the property. I am requesting that the company provide a full review of my account, accurate information regarding the status of the loan, copies of relevant documents, and clear written communication regarding all available options to resolve this matter. \n\nI also request that the company investigate the handling of my account and correct any errors or miscommunications that may have occurred.","date_sent_to_company":"2026-05-24T16:16:18.000Z","issue":"Struggling to pay mortgage","sub_product":"Other type of mortgage","zip_code":"444XX","tags":null,"has_narrative":true,"complaint_id":"22520042","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2026-05-24T15:32:10.000Z","state":"OH","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu"},"highlight":{"complaint_what_happened":["Despite my efforts, I <em>have</em> received conflicting information from different representatives and <em>have</em> not been provided clear guidance or timely responses. \n\nOn or about XXXX XXXX, I contacted the company to <em>request</em> information <em>regarding</em> the account status, payment history, <em>foreclosure</em> status, and any available loss mitigation or loan assistance options. I also <em>requested</em> <em>documentation</em> related to the account and asked what steps were necessary to resolve the matter and keep the home."]},"sort":[22.79692,"22520042"]},{"_index":"complaint-public-v1","_id":"22653280","_score":22.590918,"_source":{"product":"Mortgage","complaint_what_happened":"I am filing this complaint regarding serious lender and mortgage servicing errors, escrow mismanagement, and foreclosure misconduct involving my VA-backed mortgage loan. \n\nMy husband and I are veterans, and our mortgage loan is backed by the Department of Veterans Affairs ( VA ). Since the beginning of this loan transaction, we have experienced repeated errors, negligence, misinformation, and mishandling by the lender/servicer that caused severe financial hardship to our family and ultimately resulted in the foreclosure sale of our home despite active requests to stop the foreclosure. \n\nThe problems began during the original purchase and closing process for the home. Under the terms of the transaction, the previous owners were supposed to pay all closing costs. However, the lender provided incorrect figures to the realtor/title company, which created major issues during closing and caused unexpected financial problems for us. \n\nIn addition, the lender failed to properly complete and process paperwork involving the land lease associated with the property. Due to the lenders errors and failure to properly handle the required documentation, we were informed shortly before closing that we would either have to purchase the land ourselves or risk losing the home purchase entirely. \n\nBecause of these lender mistakes, we were forced to come up with more than {$7000.00} within approximately one week before closing in order to save the transaction and keep the home. This created immediate financial strain and depleted funds that had been intended for mortgage and home expenses. These issues were not caused by us as borrowers but instead resulted from lender errors and improper handling of the loan from the very beginning. \n\nI also have proof that during the closing process my realtor repeatedly attempted to contact the lender regarding these issues through phone calls, voicemails, and emails. However, the lender later falsely stated that they were waiting to hear from my realtor. I was personally on the phone with both my realtor and the lender representative at the same time when my realtor advised that he had in fact been repeatedly attempting to reach them without response. \n\nOver the years, additional servicing problems continued. One of the most serious issues involved our veteran-related property tax exemption. When we entered into a loan modification agreement, I immediately contacted the mortgage company after reviewing the modification documents because I noticed the property taxes were still being escrowed even though we qualified for a veteran-related property tax exemption. \n\nAt that time, I was told the issue would be corrected and that I needed to request an escrow review. I then contacted the mortgage company every month requesting updates regarding the escrow correction and property tax exemption status. \n\nEventually, I was instructed to contact the State directly. When I did, I was informed that the lender had never properly submitted the tax exemption paperwork when we originally purchased the home, despite previously telling me that it had already been handled. \n\nAfter learning this, I personally completed and submitted the tax exemption application myself. Around XX/XX/XXXX, I received approval from the State confirming the exemption had been approved. I also received confirmation that the State had emailed the lender/servicer regarding the exemption around XXXX or XX/XX/XXXX. \n\nDespite this, the servicer still failed to properly correct the escrow account. I continued calling and was repeatedly told they would review the escrow or look into it, but no meaningful action was taken for months. \n\nIt was not until XX/XX/XXXX, after I spoke with a representative named XXXX, that the escrow issue was finally corrected near the end of XX/XX/XXXX. However, by that point, the improper escrow calculations had already caused our monthly mortgage payment to increase by approximately {$600.00} {$700.00} per month and caused significant financial hardship. \n\nWhen I asked XXXX about the late fees and charges that accumulated as a result of the lenders failure to timely correct the escrow account, she told me she would call me back within 23 days. I never received a return call. I later attempted multiple times to reach her again and was repeatedly told she was unavailable and that messages would be sent requesting she contact me, but I never received a response. \n\nIn addition, I was contacted by a representative who stated he was supposed to perform an estimate or inspection related to the foreclosure process. I explained the entire situation to him, including the escrow problems and ongoing attempts to resolve the account issues. He advised me that the situation did not seem right and stated he would get back to me after looking into the matter further. I never received a follow-up call from him either. \n\nThe improper escrow calculations and inflated monthly payments caused substantial financial hardship for my family and contributed to the default situation that eventually led to foreclosure proceedings. \n\nIn addition, my husband experienced serious medical and mental health issues during this time related to his VA XXXX status, including hospitalization and ongoing treatment. We were actively attempting to resolve the loan issues and work with the lender and the VA to prevent foreclosure. \n\nMost concerning is that the Department of Veterans Affairs requested postponement of the foreclosure sale multiple times before the auction occurred. \n\nI have documentation showing the VA submitted foreclosure postponement requests on XX/XX/XXXX and again on XX/XX/XXXX regarding the foreclosure sale scheduled for XX/XX/XXXX. The communications specifically stated that a loss mitigation application was under review and requested a XXXX postponement of the foreclosure sale. \n\nDespite these requests from the VA, the servicer proceeded with the foreclosure auction on XX/XX/XXXX. \n\nI believe the servicer failed to properly review and respond to active loss mitigation efforts and failed to adequately coordinate with the VA regarding this XXXX loan. The foreclosure sale appears to have moved forward even though postponement requests had been submitted and acknowledged. \n\nThe combination of the lenders original closing and land lease errors, the escrow mismanagement, inflated mortgage payments caused by improper tax escrowing, failure to timely correct the account despite repeated notice, lack of communication and follow-up, and the decision to proceed with foreclosure after VA postponement requests caused severe financial and emotional harm to my family. \n\nI am requesting a full investigation into the origination and servicing of this loan, the escrow mismanagement, the foreclosure process, and the servicers handling of the VA postponement requests. I am also requesting review of whether the foreclosure sale should be reversed due to these servicing and foreclosure issues. \n\nI am attaching supporting documentation, including proof of the VA postponement requests, escrow documentation, tax exemption records, communications related to these issues, and records supporting the lenders errors during the original closing process.","date_sent_to_company":"2026-05-28T12:22:33.000Z","issue":"Struggling to pay mortgage","sub_product":"VA mortgage","zip_code":"21093","tags":"Servicemember","has_narrative":true,"complaint_id":"22653280","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Rocket Mortgage, LLC","date_received":"2026-05-28T12:10:18.000Z","state":"MD","company_public_response":"Company believes the complaint provided an opportunity to answer consumer's questions","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":["Most concerning is that the Department of Veterans Affairs <em>requested</em> postponement of the <em>foreclosure</em> sale multiple times before the auction occurred. \n\nI <em>have</em> <em>documentation</em> showing the VA submitted <em>foreclosure</em> postponement <em>requests</em> on XX/XX/XXXX and again on XX/XX/XXXX <em>regarding</em> the <em>foreclosure</em> sale scheduled for XX/XX/XXXX. The communications specifically stated that a loss mitigation application was under review and <em>requested</em> a XXXX postponement of the <em>foreclosure</em> sale."],"sub_issue":["Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or <em>foreclosure</em>"]},"sort":[22.590918,"22653280"]},{"_index":"complaint-public-v1","_id":"12077311","_score":22.316847,"_source":{"product":"Mortgage","complaint_what_happened":"I am filing this complaint against Bayview Loan Servicing , LLC ( now Community Loan Servicing , LLC ) XXXX XXXX XXXX due to wrongful foreclosure, failure to provide proper foreclosure notice, and failure to return surplus funds related to my property at XXXX XXXX XXXX, XXXX, XXXX.Bayview Loan Servicing foreclosed on my property without properly serving me notice, and I have evidence that no valid public auction took place. Additionally, Bayview falsely claimed that no surplus funds were available from the sale, despite evidence that a surplus should have existed. \nViolations & Key Issues : Failure to Properly Serve Notice of Foreclosure The law firm XXXX XXXX, acting on behalf of Bayview, claims that a Notice of Foreclosure Sale was sent via certified mail. \nHowever, I was never personally served with notice of foreclosure, nor was proof of personal service ever provided. \nThere is no evidence that I received or signed for the foreclosure notices. \nFailure to Hold a Proper Public Auction Bayview states that my home was sold at auction for {$330000.00} on XX/XX/year>. \nHowever, I have been unable to locate any public auction records, newspaper publications, or sale confirmation documents that prove a legitimate auction occurred. \nThere is reason to believe that the foreclosure sale may have been private, fraudulent, or conducted in a manner that violates foreclosure sale requirements. \nMishandling of Escrow Surplus Funds Bayview claims that no surplus funds remained after the foreclosure sale. \nHowever, my mortgage balance at the time of foreclosure was {$390000.00}, while the home was sold for {$330000.00}. \nThis does not account for additional fees and escrow balances, which should have resulted in a surplus amount of approximately {$56000.00}. \nBayview has failed to provide a detailed breakdown of how all funds were applied and why no surplus was available. \nFailure to Communicate & Provide Requested Documentation I have repeatedly requested documentation regarding the foreclosure process, auction details, and application of sale proceeds. \nBayview has ignored requests for full accounting details and has refused to provide verification of the auction sale. \nRequested Resolution : Full investigation into the foreclosure process to determine whether Bayview and XXXX XXXX complied with all legal notice and service requirements. \nAudit of the foreclosure sale and funds to verify if surplus funds were mishandled, improperly withheld, or misapplied. \nDisclosure of all foreclosure-related documentation, including : Proof of valid service of foreclosure notices. \nRecords of public auction advertisements. \nItemized breakdown of foreclosure sale proceeds. \nAny unclaimed surplus funds due to me. \nPotential reversal of wrongful foreclosure if the foreclosure process is found to be legally defective. \nBayview Loan Servicing ( Community Loan Servicing ) must be held accountable for their failure to follow proper foreclosure procedures and mishandling of funds. I request that the CFPB investigate this matter immediately. \nSupporting Documentation : Foreclosure letters from Bayview XXXX XXXX XXXX. \nEvidence showing no record of public auction. \nCommunications with Bayview requesting sale breakdown. \nCFPBs previous correspondence confirming investigation is warranted. \nI am requesting immediate review and regulatory intervention to ensure that Bayview ( Community Loan Servicing ) is held accountable for violating foreclosure procedures and mishandling funds.","date_sent_to_company":"2025-02-21T22:53:33.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"91605","tags":null,"has_narrative":true,"complaint_id":"12077311","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Community Loan Servicing, LLC (formerly known as Bayview Loan Servicing, LLC)","date_received":"2025-02-15T03:26:09.000Z","state":"CA","company_public_response":null,"sub_issue":"Foreclosure"},"highlight":{"complaint_what_happened":["This does not account for additional fees and escrow balances, which should <em>have</em> resulted in a surplus amount of approximately {$56000.00}. \nBayview has failed to provide a detailed breakdown of how all funds were applied and why no surplus was available. \nFailure to Communicate & Provide <em>Requested</em> <em>Documentation</em> I <em>have</em> <em>repeatedly</em> <em>requested</em> <em>documentation</em> <em>regarding</em> the <em>foreclosure</em> <em>process</em>, auction details, and application of sale proceeds."],"sub_issue":["<em>Foreclosure</em>"]},"sort":[22.316847,"12077311"]},{"_index":"complaint-public-v1","_id":"20083999","_score":22.254337,"_source":{"product":"Mortgage","complaint_what_happened":"I am filing a complaint regarding my mortgage servicer, PHH Mortgage, and the handling of our loan after it was transferred from the previous servicer.\n\nI am an active-duty service member, and we had previously filed for relief under the Servicemembers Civil Relief Act ( SCRA ) with our prior mortgage servicer. At the time the relief was granted, we were told we would have a three-month period where payments were suspended. \n\nIn XXXX, our mortgage loan was transferred to PHH Mortgage in the middle of this relief period. We did not receive clear notice of the servicing transfer, and the SCRA agreement was not carried over to the new servicer. \n\nWhen we attempted to contact PHH in XXXX to resume making payments, we were told that we could not make a partial or minimum payment and would have to pay the full amount due immediately. At that time we were not financially able to do so. \n\nSince then, we have repeatedly attempted to work with PHH Mortgage to resolve the issue. We submitted mortgage assistance paperwork multiple times as requested. Each time we were told to wait 57 business days while our documents were reviewed. After waiting those periods, PHH repeatedly requested additional and repeat updated documentation and restarted the process. \n\nAfter several cycles of this, PHH informed us that they could no longer continue reviewing the mortgage assistance application because the foreclosure process was too far along. \n\nPHH Mortgage has now scheduled our home for foreclosure sale on XX/XX/XXXX and has stated that we must pay {$9700.00} to stop the foreclosure. \n\nWe believe this situation resulted from servicing errors and the failure to honor SCRA protections that were in place with the prior servicer. We also believe the loss-mitigation process was mishandled and delayed in a way that prevented a fair review before foreclosure.","date_sent_to_company":"2026-03-09T05:56:53.000Z","issue":"Struggling to pay mortgage","sub_product":"VA mortgage","zip_code":"301XX","tags":"Servicemember","has_narrative":true,"complaint_id":"20083999","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Ocwen Financial Corporation","date_received":"2026-03-09T05:51:03.000Z","state":"GA","company_public_response":null,"sub_issue":"Foreclosure"},"highlight":{"complaint_what_happened":["After waiting those periods, PHH <em>repeatedly</em> <em>requested</em> additional and repeat updated <em>documentation</em> and restarted the <em>process</em>. \n\nAfter several cycles of this, PHH informed us that they could no longer continue reviewing the mortgage assistance application because the <em>foreclosure</em> <em>process</em> was too far along. \n\nPHH Mortgage has now scheduled our home for <em>foreclosure</em> sale on XX/XX/XXXX and has stated that we must pay {$9700.00} to stop the <em>foreclosure</em>."],"sub_issue":["<em>Foreclosure</em>"]},"sort":[22.254337,"20083999"]},{"_index":"complaint-public-v1","_id":"22161526","_score":22.074389,"_source":{"product":"Mortgage","complaint_what_happened":"Subject : Complaint Regarding Improper Foreclosure-Related Solicitation, Unannounced Property Access Attempt, Escalation of Possession Demands, and Reliance on XXXX Foreclosure Activity I am submitting this complaint regarding serious concerns involving foreclosure-related solicitation activity, unannounced property access attempts, escalating possession demands, and representations connected to a disputed foreclosure involving my property. \n\nThis complaint should be reviewed in conjunction with prior complaints already submitted regarding the underlying foreclosure process and related foreclosure participants. The conduct described here arose from and relied upon the disputed foreclosure activity already reported. \n\nOn or around XX/XX/year>, a man arrived at the property without prior notice, appointment, authorization, or written consent. He spoke to my husband and stated that his client was interested in purchasing the property and wanted to see the home before placing a bid in what he described as a second bidding period scheduled for XX/XX/year>. \n\nAt that time, my husband clearly informed him that : - the property was not voluntarily being sold, - the foreclosure process was actively disputed, - there were unresolved legal and procedural issues involving the lender and foreclosure process, - and that any party considering purchase should understand the property was involved in ongoing disputes and litigation-related matters. \n\nDespite this, communications continued. \n\nShortly afterward, we received a letter dated XX/XX/year>, asserting that an alleged foreclosure sale occurred on XX/XX/year>. The letter discussed bidding activity, surplus funds, and efforts to increase bids connected to the property. The communication also referenced additional bidding periods and encouraged cooperation to facilitate higher bidding activity. \n\nThen, on XX/XX/year>, we received additional letters via XXXX asserting that the senders client was now the new owner of the property and requesting that we voluntarily vacate the property in exchange for cash for keys in order to avoid the eviction process. \n\nThe XX/XX/year> letter specifically claimed that a XXXXXXXX XXXX evidencing the alleged purchaser as the officially new owner was attached. However, no Trustees Deed Upon Sale was actually attached to the correspondence. \n\nThis omission is significant because the letters repeatedly asserted ownership rights, possession expectations, urgency to vacate the property, and implied authority over the property while simultaneously failing to provide the very document allegedly evidencing the transfer of title. \n\nThese communications raise serious concerns for several reasons : XXXX. Unannounced Property Visit and XXXX Concerns A representative appeared at the property without prior written authorization or consent while the foreclosure itself remained disputed. This created significant distress and raised concerns regarding trespassing, privacy, and improper interference during an active foreclosure dispute. \n\nXXXX. Escalation of Possession Claims During an Ongoing Dispute The communications rapidly escalated from : - requesting access to view the property, - to discussing bidding strategies, - to asserting ownership, - to pressuring occupants to vacate under threat of eviction. \n\nThis occurred despite continuing unresolved disputes involving the foreclosure process itself, including issues concerning foreclosure procedures, notice compliance, servicing conduct, accounting concerns, sale verification, and disputed foreclosure-related representations. \n\nXXXX. Failure to Provide Supporting Ownership Documentation The XX/XX/year> letter represented that a XXXX XXXX Upon Sale was attached and that the purchaser was officially the new owner of the property. However : - no XXXX XXXX Upon Sale was included, - no recorded transfer documentation was provided, - no official recording information was identified, - and no supporting evidence establishing completed transfer of title accompanied the demand for possession-related cooperation. \n\nDespite this lack of documentation, the letters still advanced ownership assertions and encouraged us to vacate the property voluntarily. \n\nXXXX. Significant Equity Loss and Financial Harm The property is believed to have an estimated market value in the approximate range of {$23.00} XXXX. However, the alleged foreclosure sale referenced in the communications involved bids reportedly in the approximate range of approximately {$510000.00} to {$570000.00}, representing only a fraction of the propertys estimated value. \n\nThis raises serious concerns regarding the substantial loss of equity associated with the foreclosure process and intensifies the financial harm connected to the disputed foreclosure activity. \n\nFrom my perspective, nearly every party connected to this foreclosure process appears positioned to financially benefit from the foreclosure itself including parties connected to servicing, foreclosure administration, legal enforcement, investment acquisition, resale activity, and real estate commissions while I, the homeowner affected by the foreclosure, continue experiencing financial harm, emotional distress, uncertainty, and ongoing displacement pressure. \n\nXXXX. Pressure Tactics and Emotional Distress The XX/XX/year> communications referenced eviction, urgency, possession demands, and time is of the essence language while encouraging us to leave voluntarily. \n\nReceiving these communications while disputes remain unresolved created substantial emotional distress and pressure. The communications appeared designed to normalize and accelerate surrender of possession before critical foreclosure-related concerns had been properly addressed. \n\nXXXX. Concerns Regarding Reliance on Unverified or Disputed Foreclosure Status The letters repeatedly referenced alleged sale completion and ownership transfer, yet significant questions remain concerning the foreclosure process and related representations. \n\nThe continued assertion of ownership rights, possession rights, and transition demands while disputes remain unresolved raises serious concerns regarding : - due diligence, - reliance on potentially disputed foreclosure representations, - and whether parties involved sufficiently verified the legitimacy and finality of the foreclosure process before attempting to obtain possession-related cooperation. \n\nAttachments : - Exhibit A Letter dated XX/XX/year> - Exhibit B Letters dated XX/XX/year> - Exhibit C Letters dated XX/XX/year> Additional References : CFPB Complaint No. XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX, XXXX FTC Report XXXX ; XXXX XXXX XXXX. XXXX DFPI complaints XXXX, XXXX, XXXX, XXXX","date_sent_to_company":"2026-05-13T16:03:46.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"920XX","tags":null,"has_narrative":true,"complaint_id":"22161526","timely":"No","company_response":"Untimely response","submitted_via":"Web","company":"Thayer Properties Inc. DBA Residential First Capital","date_received":"2026-05-13T15:26:34.000Z","state":"CA","company_public_response":null,"sub_issue":"Foreclosure"},"highlight":{"complaint_what_happened":["This raises serious concerns <em>regarding</em> the substantial loss of equity associated with the <em>foreclosure</em> <em>process</em> and intensifies the financial harm connected to the disputed <em>foreclosure</em> activity."],"sub_issue":["<em>Foreclosure</em>"]},"sort":[22.074389,"22161526"]},{"_index":"complaint-public-v1","_id":"15246051","_score":22.044683,"_source":{"product":"Mortgage","complaint_what_happened":"XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Date : XX/XX/year>2025 I am writing to formally file a complaint against my mortgage servicer concerning the improper handling of my loan modification and foreclosure process.\n\nI have been actively working to modify my mortgage loan and have communicated to the servicer that my loan is currently under modification. However, during this process, my loan was sold to a different servicer,\nLoanCare. This transfer has caused significant confusion and disruption regarding the application of payments and overall loan servicing. When I attempted to bring my account current today by offering full payment to remove my property from pre-foreclosure status, a LoanCare representative refused to accept the payment. Additionally, I was informed that the modification agreement from my previous servicer, XXXX, would not be honored.\n\nFurthermore, I have received a pre-foreclosure notice demanding payment of arrears within two weeks or face foreclosure. This demand contradicts earlier assurances from the servicer that no foreclosure proceedings would occur while my loan modification was pending. I have been repeatedly told by staff not to worry about making payments or foreclosure threats ; however, my intention is simply to pay my bills as originally agreed. It is unclear why they are now refusing\nmy payment.\n\nI have the funds available and am eager to resolve this matter, but the conflicting communications and actions by the servicers have caused me considerable stress and potential harm.\n\nMoreover, I have sent certified mail requests to both XXXX and LoanCare seeking documentation regarding the loan modification, but neither party has complied with my requests.\n\nI believe these actions may violate fair servicing practices and federal mortgage servicing regulations. Therefore, I respectfully request a thorough investigation into the conduct of these servicers, proper application of my payments, clear and consistent communication regarding my loan status, and an immediate halt to any foreclosure proceedings while my loan modification remains active.","date_sent_to_company":"2025-08-13T06:21:07.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"07109","tags":null,"has_narrative":true,"complaint_id":"15246051","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"LoanCare, LLC","date_received":"2025-08-13T06:02:45.000Z","state":"NJ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure"},"highlight":{"complaint_what_happened":["I <em>have</em> the funds available and am eager to resolve this matter, but the conflicting communications and actions by the servicers <em>have</em> caused me considerable stress and potential harm.\n\nMoreover, I <em>have</em> sent certified mail <em>requests</em> to both XXXX and LoanCare seeking <em>documentation</em> <em>regarding</em> the loan modification, but neither party has complied with my <em>requests</em>.\n\nI believe these actions may violate fair servicing practices and federal mortgage servicing regulations."],"sub_issue":["Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or <em>foreclosure</em>"]},"sort":[22.044683,"15246051"]},{"_index":"complaint-public-v1","_id":"19895820","_score":21.327759,"_source":{"product":"Mortgage","complaint_what_happened":"I am submitting this complaint regarding Selene Finances handling of my mortgage account and foreclosure proceedings. A sheriffs sale is currently scheduled for XX/XX/year>. \n\nSelene Finance repeatedly sent critical mortgage and foreclosure-related correspondence, including my official loan modification denial letter, to an outdated address associated with a family member. I made multiple verbal and written requests to correct my mailing address to the property address where I reside, but the address was not corrected. \n\nI also requested reasonable accommodations due to documented XXXX, including communication by email and correction of my mailing address. These requests were not implemented. Important notices continued to be sent to the wrong address, impacting my ability to respond in a timely manner. \n\nI submitted all requested documentation for a loan modification review as instructed. Despite compliance, my modification was denied and foreclosure proceedings continued. I am concerned that proper loss mitigation procedures were not followed and that I was not provided a fair and meaningful opportunity to participate due to the repeated address errors. \n\nThe property was originally in my late fathers name, and there have been probate/title complications. I am concerned that the servicer did not appropriately address these issues in the review process. \n\nBecause of the repeated failure to correct my address and honor accommodation requests, I believe I was deprived of proper notice and a fair opportunity to protect my home.","date_sent_to_company":"2026-03-02T16:04:31.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"604XX","tags":null,"has_narrative":true,"complaint_id":"19895820","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Selene Holdings LLC","date_received":"2026-03-02T15:55:32.000Z","state":"IL","company_public_response":null,"sub_issue":"Foreclosure"},"highlight":{"complaint_what_happened":["I am submitting this complaint <em>regarding</em> Selene Finances handling of my mortgage account and <em>foreclosure</em> proceedings. A sheriffs sale is currently scheduled for XX/XX/year>. \n\nSelene Finance <em>repeatedly</em> sent critical mortgage and <em>foreclosure</em>-related correspondence, including my official loan modification denial letter, to an outdated address associated with a family member."],"sub_issue":["<em>Foreclosure</em>"]},"sort":[21.327759,"19895820"]},{"_index":"complaint-public-v1","_id":"18563157","_score":20.841728,"_source":{"product":"Mortgage","complaint_what_happened":"To Whom It May Concern, Regarding Loan Number : XXXX I am submitting this correspondence as a formal complaint against Selene XXXX  and as a demand for immediate corrective action regarding serious failures in loan servicing, loss mitigation review, customer service escalation, and foreclosure handling on my mortgage account. \nSelene XXXX  has now failed on three separate occasions to properly review and process my Mortgage Assistance / Loss Mitigation request, despite full cooperation, repeated document submissions, and ongoing communication initiated well in advance of the scheduled trustee sale.\n\nSummary of Serious Issues and Servicing Failures Failure to Properly Review Mortgage Assistance ( Three Attempts ) : Selene XXXX  has repeatedly failed to complete a full and accurate review of my mortgage assistance request. Each submission resulted in conflicting guidance, incomplete review, or unexplained stagnation, while foreclosure activity continued concurrently. \n\n\nConflicting and Misleading Information from Customer Service : I have been provided multiple, contradictory instructions by Selene representatives regarding how to remedy the foreclosure scenario. These inconsistencies have materially impaired my ability to comply with loss mitigation requirements and demonstrate a breakdown in internal communication and servicing controls.\n\nFailure to Escalate & Refusal of Manager Access : On numerous calls, I was explicitly told my concerns would be escalated to management. This did not occur. Further, Selene representatives have outright refused to connect me with a manager or supervisory authority, despite repeated requests, depriving me of meaningful escalation rights.\n\nImproper Auto-Enrollment in a Payment Plan : Selene Finance unilaterally enrolled my loan into a payment plan without my knowledge or consent, prior to my even being properly notified that my loan had been transferred from XXXX. This action occurred without authorization, explanation, or borrower acknowledgment. \n\n\nAdmitted Deficiencies in Servicing Transition & Systems : On recorded calls, Selene Finance has acknowledged deficiencies in its loan transition process, including system limitations during the servicing transfer. Additionally : The borrower web portal is not functional or adequately designed for distressed homeowners to upload requested loss mitigation documentation. \n\n\nRequired documents are repeatedly requested without confirmation of receipt or review. \n\n\nThe underwriting review process appears disorganized, inconsistent, and substantially below industry standards. \n\n\nForeclosure Activity While Assistance Was Pending : Despite active mortgage assistance requests and acknowledged servicing issues, Selene Finance proceeded with trustee sale actions, raising serious concerns regarding compliance with applicable servicing regulations and borrower protections. \n\n\nDemand for Immediate Action I formally demand the following actions without delay : Immediate suspension and/or postponement of the trustee sale Written confirmation that a full and complete loss mitigation review is underway Assignment of a dedicated escalation manager or executive-level contact Written explanation of all prior payment plan enrollments and servicing actions Confirmation that foreclosure activity will not proceed while assistance review is pending A clear, consistent, and documented path to resolution This complaint is being submitted in good faith but with urgency. Continued failure to address these issues will leave me no choice but to pursue additional regulatory, legal, and consumer protection remedies.\n\nI expect a written response within 10 business days acknowledging receipt of this complaint and outlining immediate corrective actions. \nSincerely, XXXX XXXX","date_sent_to_company":"2026-01-08T13:45:26.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"85041","tags":null,"has_narrative":true,"complaint_id":"18563157","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Selene Holdings LLC","date_received":"2026-01-08T13:40:41.000Z","state":"AZ","company_public_response":null,"sub_issue":"Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure"},"highlight":{"complaint_what_happened":["Admitted Deficiencies in Servicing Transition & Systems : On recorded calls, Selene Finance has acknowledged deficiencies in its loan transition <em>process</em>, including system limitations during the servicing transfer. Additionally : The borrower web portal is not functional or adequately designed for distressed homeowners to upload <em>requested</em> loss mitigation <em>documentation</em>. \n\n\nRequired documents are <em>repeatedly</em> <em>requested</em> without confirmation of receipt or review."],"sub_issue":["Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or <em>foreclosure</em>"]},"sort":[20.841728,"18563157"]},{"_index":"complaint-public-v1","_id":"20215576","_score":20.631746,"_source":{"product":"Mortgage","complaint_what_happened":"I am the borrower for the mortgage on my primary residence, which is serviced by XXXX XXXX XXXX XXXX. The property sustained hurricane damage and an insurance claim was filed. After dispute and mediation with the insurer, a settlement was reached and insurance proceeds were issued. \n\nAll storm-related repairs have now been completed and documented. I have provided documentation of the completed repairs and inspections. I am currently holding an insurance proceeds check issued by the insurer in the amount of approximately {$120000.00} that is payable jointly to the borrower and Rushmore. \n\nFor several months I have been attempting to obtain instructions from XXXX regarding the processing of the insurance proceeds and confirmation that a Loss Draft file has been opened. I have repeatedly contacted XXXX and was advised that communications must go through foreclosure counsel, XXXX XXXX XXXX XXXX . I have also emailed XXXX XXXX multiple times requesting status updates. \n\nDespite these repeated attempts over a period of several months, I have not received any substantive response confirming whether the Loss Draft file has been opened, whether the repair documentation has been received and logged, or what steps are required to endorse and process the insurance proceeds. \n\nThis delay is creating hardship because the repairs have already been completed and paid for, and I need guidance on how the insurance funds will be processed. I remain fully cooperative and am also currently pursuing loss mitigation review with the servicer. \n\nI am requesting that XXXX provide clear instructions regarding the processing of the insurance proceeds and confirm the status of the Loss Draft file so that the funds can be properly endorsed and reconciled.","date_sent_to_company":"2026-03-12T20:46:44.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"33707","tags":null,"has_narrative":true,"complaint_id":"20215576","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Rocket Mortgage, LLC","date_received":"2026-03-12T20:27:13.000Z","state":"FL","company_public_response":null,"sub_issue":"Escrow, taxes, or insurance"},"highlight":{"complaint_what_happened":["I <em>have</em> <em>repeatedly</em> contacted XXXX and was advised that communications must go through <em>foreclosure</em> counsel, XXXX XXXX XXXX XXXX . I <em>have</em> also emailed XXXX XXXX multiple times <em>requesting</em> status updates."],"issue":["Trouble during payment <em>process</em>"]},"sort":[20.631746,"20215576"]},{"_index":"complaint-public-v1","_id":"22326872","_score":20.51203,"_source":{"product":"Mortgage","complaint_what_happened":"Subject : Foreclosure Proceeding While Critical Accounting and Ownership Disputes Remain Unresolved Borrower : XXXX XXXX Loan # : XXXX Dear Consumer Financial Protection Bureau, I am filing an additional complaint regarding Shellpoint Mortgage Servicing and the ongoing foreclosure action filed on behalf of XXXX XXXX XXXX XXXX as Trustee for XXXX XXXX. \n\nDespite my prior CFPB complaint and detailed dispute requests, Shellpoint has proceeded with foreclosure activity without providing the documentation necessary to verify the accuracy and validity of the alleged debt. \n\nIn my prior complaint, I requested : A complete accounting from loan origination to present Supporting documentation for escrow charges and disbursements Property tax and homeowners insurance payment records Vendor invoices and supporting receipts Full chain of title documentation Proof of transfer into the alleged XXXX  XXXX trust Proof of servicing authority and creditor identity Verification separating first mortgage amounts from any discharged second mortgage obligations Instead of resolving these issues, Shellpoint proceeded with foreclosure litigation while the debt remains disputed and unsupported by complete documentation. \n\nShellpoint previously admitted it only began servicing the loan on XX/XX/XXXX, while simultaneously alleging the loan has been in default since XX/XX/XXXX. However, the company has still not provided complete accounting records prior to XXXX to substantiate the amounts claimed. \n\nAdditionally, the companys records contain material inconsistencies, including statements that : The loan has allegedly been due since XXXX The last full payment was received in XX/XX/XXXX Significant escrow deficiencies and balances are claimed without supporting documentation The company also requested additional time to research and respond to the concerns raised in my prior CFPB complaint, which further demonstrates that the accounting and ownership issues were unresolved. \n\nDespite this, foreclosure proceedings have continued without : Verified accounting records Complete escrow substantiation Full chain of title documentation Proof of authority to enforce the alleged debt Documentation validating the balances being claimed in foreclosure I am also concerned that Shellpoint has continued to pursue payment proposals and foreclosure activity based on balances that remain disputed and unverified. \n\nAdditionally, I am scheduled to meet with attorneys for XXXX XXXX XXXX XXXX and the court-appointed referee on XX/XX/XXXX, and I intend to again request the same accounting, escrow, ownership, and servicing documentation that I have repeatedly requested through the CFPB process. \n\nIt has now been months since my original complaint and dispute requests, yet the requested supporting documentation still has not been provided. \n\nI respectfully request that the CFPB investigate whether Shellpoint Mortgage Servicing and the alleged creditor are proceeding with foreclosure activity without first providing adequate validation of the debt, complete accounting documentation, and proof of servicing authority. \n\nI further request that Shellpoint be required to provide : 1. Complete accounting records from origination to present 2. Supporting documentation for all escrow charges and disbursements 3. Full chain of title and trust transfer documentation 4. Proof of authority to service and enforce the loan 5. Verification that no discharged or unrelated debt has been included in the claimed balance 6. A fully documented and verified payoff and reinstatement calculation Until this information is provided, the accuracy and validity of the alleged debt remain disputed.\n\nSincerely, XXXX XXXX","date_sent_to_company":"2026-05-19T00:23:03.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"Conventional home mortgage","zip_code":"12601","tags":null,"has_narrative":true,"complaint_id":"22326872","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2026-05-19T00:12:41.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Loan estimate or other related disclosures"},"highlight":{"complaint_what_happened":["Additionally, I am scheduled to meet with attorneys for XXXX XXXX XXXX XXXX and the court-appointed referee on XX/XX/XXXX, and I intend to again <em>request</em> the same accounting, escrow, ownership, and servicing <em>documentation</em> that I <em>have</em> <em>repeatedly</em> <em>requested</em> through the CFPB <em>process</em>. \n\nIt has now been months since my original complaint and dispute <em>requests</em>, yet the <em>requested</em> supporting <em>documentation</em> still has not been provided."]},"sort":[20.51203,"22326872"]},{"_index":"complaint-public-v1","_id":"19923203","_score":20.372192,"_source":{"product":"Mortgage","complaint_what_happened":"Urgent Complaint Mortgage Servicing Violations, Failure to Provide Forbearance Documentation To Whom It May Concern, I am submitting this formal complaint regarding serious mortgage servicing failures involving my loan, which was previously serviced by XXXX XXXX and is now serviced by Rocket Mortgage. \n\nI was approved for a mortgage forbearance during a period of significant financial hardship. From the very beginning of this process, I repeatedly requested written documentation confirming the forbearance agreement, including the terms, duration, and repayment structure. Despite numerous phone calls and requests over an extended period of time, the servicer has consistently failed to provide any official written documentation of the forbearance. \n\nThis lack of documentation has placed me in an extremely harmful and unfair situation. \n\nI am currently dealing with severe financial hardship and going through a divorce. During this time, I reached out to multiple organizations and assistance programs that were willing to provide financial support to help me stabilize my situation and potentially resolve my mortgage delinquency. However, every one of these opportunities required proof of the forbearance agreement. Because my mortgage servicer never provided the requested documentation, I was denied assistance that could have helped me bring my account back into good standing. \n\nAs a direct result of the servicers failure to provide basic and necessary documentation : I have been unable to access financial assistance programs. \nI do not know the official terms or repayment obligations of the forbearance. \nMy mortgage delinquency has increased significantly. \nMy home is now at risk of foreclosure, a situation that could likely have been avoided had the servicer fulfilled its responsibilities. \n\nI have made repeated good faith efforts to obtain the forbearance agreement and understand my options, yet my requests have gone unanswered or unresolved. It is deeply frustrating and emotionally distressing to be placed in this position while actively trying to address my financial situation responsibly. \n\nMortgage servicers are required to maintain accurate records, communicate clearly with borrowers, and provide information regarding loss mitigation options and agreements. The ongoing refusal or inability to provide the documentation of a forbearance that was granted raises serious concerns regarding servicing practices and compliance. \n\nI respectfully request the following actions : 1. Immediate delivery of the official forbearance agreement and full documentation related to the approval and terms of the forbearance.\n\n2. A complete review of my loan servicing history, including records from both XXXX XXXX and Rocket Mortgage. \n3. An explanation as to why repeated requests for documentation were not fulfilled.\n\n4. Assistance in identifying a fair resolution, including time to sell the property or pursue an alternative to foreclosure.\n\n5. Confirmation that foreclosure proceedings will not move forward while this complaint and servicing issue are being reviewed.\n\nI have acted in good faith throughout this process and have consistently attempted to communicate with my servicer to resolve my situation responsibly. Instead, I have been left without answers, without documentation, and without access to assistance that could have prevented this crisis. \n\nI am requesting a formal investigation into this matter and a prompt resolution. \n\nSincerely, XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, FL XXXX Loan XXXX ( XXXX ) XXXX XXXX XXXX","date_sent_to_company":"2026-03-03T10:44:09.000Z","issue":"Struggling to pay mortgage","sub_product":"FHA mortgage","zip_code":"33437","tags":null,"has_narrative":true,"complaint_id":"19923203","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Rocket Mortgage, LLC","date_received":"2026-03-03T10:30:29.000Z","state":"FL","company_public_response":null,"sub_issue":"Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure"},"highlight":{"complaint_what_happened":["From the very beginning of this <em>process</em>, I <em>repeatedly</em> <em>requested</em> written <em>documentation</em> confirming the forbearance agreement, including the terms, duration, and repayment structure. Despite numerous phone calls and <em>requests</em> over an extended period of time, the servicer has consistently failed to provide any official written <em>documentation</em> of the forbearance. \n\nThis lack of <em>documentation</em> has placed me in an extremely harmful and unfair situation."],"sub_issue":["Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or <em>foreclosure</em>"]},"sort":[20.372192,"19923203"]},{"_index":"complaint-public-v1","_id":"21696946","_score":20.101204,"_source":{"product":"Mortgage","complaint_what_happened":"To Whom It May Concern, I am writing to formally escalate this matter and request immediate intervention regarding my mortgage servicing account with LoanCare , LLC. \n\nThis account is currently under active review through multiple channels, including : - Consumer Financial Protection Bureau ( Complaint ID : XXXX ) - Connecticut Department of Banking XXXX XXXX XXXX ) - HUD National Servicing Center XXXX XXXX XXXX XXXX Despite these active reviews and my full participation in a loss mitigation trial payment plan, LoanCare has proceeded with foreclosure-related activity on my property. \n\n-- - URGENT CONCERN : ACTIVE FORECLOSURE WHILE UNDER REVIEW A Motion for Default for Failure to Appear has been filed and granted in the foreclosure case. \n\nThis is occurring : - After I completed all required trial payments- While I have been actively communicating with the servicer- While multiple regulatory complaints and escalations are pending This situation is causing immediate harm and requires urgent review. \n\n-- - GOOD FAITH PARTICIPATION I entered into a Trial Payment Plan with LoanCare and made all required payments within the timeframe provided. \n\nThroughout this process, I made repeated efforts to : - Communicate with LoanCare representatives- Obtain clarity on next steps - Ensure compliance with all requirements At no point was I clearly informed that my account was at risk of foreclosure progression while I was actively participating in the plan. \n\n-- - ACCESS AND COMMUNICATION ISSUES LoanCare has stated that certain documentation was required to complete the process. \n\nHowever : - I repeatedly communicated that I did not receive required documents - I was directed to complete items through the online portal - My access to that portal was restricted or removed, preventing me from completing any required actions This raises serious concerns about whether I was given a fair and reasonable opportunity to comply. \n\n-- - ONGOING HARM As a result of the continued foreclosure activity : - My home remains at risk despite my compliance efforts- The foreclosure case is publicly visible, leading to repeated unwanted contact from third parties - My family, including my children, is experiencing emotional distress and instability -- - REQUEST FOR IMMEDIATE ACTION Given the urgency of this situation, I respectfully request : XXXX. Immediate review of my account and foreclosure status 2. Confirmation that foreclosure activity will be paused while this matter is under investigation 3. Verification of all communications and documentation provided to me 4. Review of my trial payment compliance and account handling XXXX. Direct communication regarding next steps to prevent further harm -- - PRESERVATION OF RIGHTS I am actively seeking legal counsel and reserve all rights to pursue further action as necessary. \n\n-- - This matter is time-sensitive, and I respectfully request expedited attention. \n\nSincerely, XXXX XXXX XXXX : XXXX XXXX XXXX XXXX XXXX, CT Loan ending in : XXXX","date_sent_to_company":"2026-04-29T05:43:00.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"065XX","tags":null,"has_narrative":true,"complaint_id":"21696946","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"LoanCare, LLC","date_received":"2026-04-29T05:33:08.000Z","state":"CT","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Trying to communicate with the company to fix an issue while managing or servicing your loan"},"highlight":{"complaint_what_happened":["To Whom It May Concern, I am writing to formally escalate this matter and <em>request</em> immediate intervention <em>regarding</em> my mortgage servicing account with LoanCare , LLC."],"issue":["Trouble during payment <em>process</em>"]},"sort":[20.101204,"21696946"]},{"_index":"complaint-public-v1","_id":"13869023","_score":20.011887,"_source":{"product":"Mortgage","complaint_what_happened":"I am submitting this complaint regarding Shellpoint Mortgage Servicing, which is currently managing the mortgage loan for my cooperative ( co-op ) apartment. Shellpoint is attempting to hold me responsible for a property tax amount of approximately {$26000.00}, which I do not owe. \n\nWhen I inquired about the extremely high amount Shellpoint claims I owe under my mortgage modificationnearly {$3000.00} monthly, compared to my original mortgage amount of only XXXX XXXXXXXXthey stated that this increase is due to past-due property taxes. However, I live in a co-op apartment, and I confirmed directly with my property management company that property taxes are paid by the cooperative corporation and not by individual unit owners. Therefore, I am not personally responsible for property taxes on the unit.\n\nI have repeatedly requested Shellpoint to provide documentation and verification regarding these alleged tax obligations, including any bills, tax records, or communications that support their claim. Despite multiple conversations with their point of contact and a supervisor, they have failed to send any such documentation. They continue to state they are investigating the matter but do not provide any concrete timeline, updates, or assurance that the alleged debt will be corrected or that any sale or foreclosure process is on hold. \n\nThis issue has caused significant financial stress and confusion. The incorrect tax charges are inflating my modification amount to an unaffordable level, and Shellpoints refusal to provide documentation or resolution is preventing me from addressing the matter appropriately.\n\n\nI am requesting the following relief : 1. Shellpoint immediately provide all documentation regarding the alleged {$26000.00} in property tax charges. 2. That Shellpoint remove the tax charges from my mortgage account unless and until they can show proof that I am legally responsible for them. 3. That Shellpoint provide a revised, accurate, and affordable mortgage modification offer based on correct figures. 4. Assurance that any foreclosure or sale is put on hold while this dispute is being investigated. Thank you for your assistance in this matter","date_sent_to_company":"2025-06-03T13:19:11.000Z","issue":"Struggling to pay mortgage","sub_product":"FHA mortgage","zip_code":"10701","tags":null,"has_narrative":true,"complaint_id":"13869023","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2025-06-03T13:00:27.000Z","state":"NY","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":["I <em>have</em> <em>repeatedly</em> <em>requested</em> Shellpoint to provide <em>documentation</em> and verification <em>regarding</em> these alleged tax obligations, including any bills, tax records, or communications that support their claim. Despite multiple conversations with their point of contact and a supervisor, they <em>have</em> failed to send any such <em>documentation</em>."],"sub_issue":["Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or <em>foreclosure</em>"]},"sort":[20.011887,"13869023"]},{"_index":"complaint-public-v1","_id":"22167092","_score":19.862158,"_source":{"product":"Mortgage","complaint_what_happened":"I am filing this complaint regarding the conduct of XXXX XXXX XXXX and/or Member First Mortgage , LLC in connection with my mortgage servicing, loan-modification process, foreclosure, and post-foreclosure handling of my property. \n\nI believe I was subjected to a pattern of poor communication, inconsistent loan-modification handling, misleading or contradictory representations, inadequate documentation, and procedural conduct that resulted in the loss of my home under circumstances that warrant regulatory review. \n\n\n\nKey Issues 1. Loan Modification Mismanagement / Inconsistent Communication I repeatedly sought mortgage assistance and loan modification in an effort to avoid foreclosure. \n\nDuring this process, I experienced : * Repeated confusion regarding the status of my modification * Verbal denials or inconsistent explanations * Lack of meaningful written clarity * Conflicting or shifting information * Apparent breakdown between lender and servicer responsibilities * Communications suggesting modification possibilities or terms that were later withdrawn, disregarded, or not clearly honored I believe the process lacked transparency and may have involved negligent servicing or misleading conduct. \n\n\n\nXXXX. Failure to Provide Clear and Reliable Servicing Standards At multiple stages, I struggled to determine : * Who was making final decisions * Whether I was actually under review * Whether offers or terms discussed were final or conditional * Why foreclosure continued despite my efforts This created confusion that undermined my ability to make informed decisions regarding housing, legal strategy, and alternatives. \n\n\n\nXXXX. Foreclosure Progressed Despite Ongoing Dispute Despite my efforts to challenge or resolve the servicing issues, foreclosure proceeded and I ultimately lost my home. \n\nWhile courts ruled on procedural/legal standards, I do not believe the underlying servicing conduct, communication failures, or modification handling were meaningfully addressed from a consumer-protection standpoint. \n\n\n\n4. Post-Eviction Property Handling Concerns Following eviction enforcement, I was removed from the property and significant personal belongings were allegedly destroyed, discarded, or mishandled. \n\nI request review of : * Whether proper servicing and foreclosure-adjacent procedures were followed * Whether all required notices, opportunities, and servicing obligations were properly met * Whether conduct by the lender/servicer reflected fair dealing obligations Harm Suffered As a result, I suffered : * Loss of my home * Severe emotional distress * Housing instability / homelessness * Loss or destruction of personal property * Potential loss of important documents, medications, and personal effects * Significant financial and personal hardship","date_sent_to_company":"2026-05-13T18:11:09.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"48312","tags":null,"has_narrative":true,"complaint_id":"22167092","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"MEMBER FIRST MORTGAGE, LLC","date_received":"2026-05-13T18:06:09.000Z","state":"MI","company_public_response":"Company disputes the facts presented in the complaint","sub_issue":"Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu"},"highlight":{"complaint_what_happened":["I am filing this complaint <em>regarding</em> the conduct of XXXX XXXX XXXX and/or Member First Mortgage , LLC in connection with my mortgage servicing, loan-modification <em>process</em>, <em>foreclosure</em>, and post-<em>foreclosure</em> handling of my property."]},"sort":[19.862158,"22167092"]},{"_index":"complaint-public-v1","_id":"13479597","_score":19.841951,"_source":{"product":"Mortgage","complaint_what_happened":"I am submitting this complaint regarding my mortgage loan currently serviced by Mr. Cooper ( Nationstar Mortgage ). I believe I am being wrongfully threatened with foreclosure due to mishandling of my account, lack of communication, and misdirection from Mr. Cooper representatives. \n\nI am living in the home that previously belonged to my XXXX, XXXX XXXX, who passed away  in XXXX. I have continuously paid the mortgage since XXXX passing. Earlier this year, I contacted Mr. Cooper to be formally recognized as the successor in interest and was also offered the opportunity to apply for a loan modification. \n\nI submitted all required documents multiple times, including : XXXX XXXX death certificate Proof of residency Legal documentation regarding her estate Successor-in-interest and modification applications I was repeatedly told over the phone that my paperwork was either missing, rejected, or under review. Each time, I re-sent it. Eventually, a supervisor confirmed that all documents were in order and that I would be listed as the successor and reviewed for a modification. I was specifically told not to make any mortgage payments during the process, because missed payments would be added to the back of the loan under the modification. \n\nHowever, in XX/XX/XXXX, I received a foreclosure notice. I never received a demand letter, notice of default, or acceleration notice before this, despite actively working with Mr. Cooper for several months and following their instructions. I called immediately and was told that my account was simply delinquent and there were no other answers. I was never informed of any foreclosure risk, despite numerous calls and confirmations that my application was in process. \n\nMr. Cooper has been conducting most communication by phone only, refusing to provide documentation in writing, and has denied me access to any phone call recordings. \n\nI am now at risk of losing my home due to their lack of transparency, mishandling of documents, and misinformation. I am requesting the following : 1. Immediate review of my loan account and reversal of any foreclosure activity. \n2. A written explanation of why my modification was not processed. \n3. Confirmation of my status as the legal successor in interest. \n4. Access to all call transcripts or recordings and a full payment and document history. \n5. That all future communication be conducted in writing ( email and/or mail ) only. \n\nI am respectfully asking the CFPB to investigate this matter urgently, as this situation is causing me extreme stress and I am in danger of losing my home through no fault of my own.","date_sent_to_company":"2025-05-14T01:48:03.000Z","issue":"Struggling to pay mortgage","sub_product":"FHA mortgage","zip_code":"78660","tags":null,"has_narrative":true,"complaint_id":"13479597","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2025-05-14T01:34:51.000Z","state":"TX","company_public_response":null,"sub_issue":"Foreclosure"},"highlight":{"complaint_what_happened":["I was never informed of any <em>foreclosure</em> risk, despite numerous calls and confirmations that my application was in <em>process</em>. \n\nMr. Cooper has been conducting most communication by phone only, refusing to provide <em>documentation</em> in writing, and has denied me access to any phone call recordings. \n\nI am now at risk of losing my home due to their lack of transparency, mishandling of documents, and misinformation. I am <em>requesting</em> the following : 1."],"sub_issue":["<em>Foreclosure</em>"]},"sort":[19.841951,"13479597"]},{"_index":"complaint-public-v1","_id":"22556340","_score":19.398695,"_source":{"product":"Mortgage","complaint_what_happened":"I am submitting this complaint regarding the handling of my XXXX mortgage loan by XXXX / Lakeview Loan Servicing LLC XXXX \n\nSince early XXXX, I have made repeated good-faith efforts to resolve my mortgage delinquency through loss mitigation, loan modification review, and short sale efforts. Despite my extensive cooperation and multiple complete application submissions, the servicer has repeatedly failed to properly evaluate my updated financial circumstances, failed to provide meaningful communication, and appears to have mishandled both my loss mitigation applications and short sale efforts. \n\nBackground : In XX/XX/XXXX, tenants moved into my rental property. Shortly thereafter, the tenants stopped paying rent and refused to vacate. I was forced to initiate eviction proceedings, which lasted until approximately XX/XX/XXXX. During this period, the property generated no income and sustained substantial damage, including extensive pet XXXX contamination and drywall damage. My insurance XXXX denied coverage for these losse, despite landlord coverages. \n\nI invested significant personal funds to repair the property and eventually secured new tenants in early XXXX. The property is now stabilized and income-producing. \n\nThroughout this process, I consistently attempted to work with XXXX to resolve the default. I submitted multiple loss mitigation applications, attempted a short sale with a prospective buyer, and repeatedly provided updated financial documentation reflecting the propertys restored income-producing status. \n\nDespite this : * My applications were repeatedly auto-denied without meaningful explanation. \n* I was informed the property needed to be occupied for modification review, after which I secured tenants and resubmitted. However, in order to secure tenants, I spent thousands of dollars to repair the home. \n* I was placed into active foreclosure status without being clearly informed and only discovered this after contacting the servicer myself. \n* The servicer repeatedly failed to communicate necessary short sale requirements, including appraisal requirements, resulting in failed processing. ( This is documented ). \n* My updated rental income and stabilized financial circumstances do not appear to have been properly considered during review. \n* The servicer failed to provide clear and substantive explanations for denials despite repeated requests. \n\nMy attorney submitted a formal demand letter on XX/XX/XXXX outlining these concerns, including potential violations of RESPA XXXX XXXX XXXX and FHA servicing obligations. However, I did not receive an adequate substantive response. \n\nImportantly : * No foreclosure complaint has yet been filed. \n* I remain willing and able to pursue a sustainable loss mitigation resolution. \n* The property is occupied and stabilized. \n* I have continuously cooperated and provided requested documentation. \n\nI am requesting that the CFPB require XXXX XXXX Lakeview Loan Servicing to : XXXX. XXXX a full and good-faith review of my complete and updated loss mitigation application using my current financial circumstances. \nXXXX. Provide a detailed written explanation of all prior denials. \nXXXX Review whether proper FHA XXXX and Regulation X procedures were followed. \nXXXX. Suspend foreclosure referral activity while a complete application remains under review. \nXXXX. Assign a competent escalation or underwriting representative to properly evaluate my file. \n\nI believe the servicer has failed to meaningfully engage in the loss mitigation process despite my extensive efforts to cooperate and stabilize the property.","date_sent_to_company":"2026-05-26T01:35:17.000Z","issue":"Struggling to pay mortgage","sub_product":"FHA mortgage","zip_code":"339XX","tags":null,"has_narrative":true,"complaint_id":"22556340","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"LAKEVIEW LOAN SERVICING, LLC","date_received":"2026-05-26T01:24:41.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure"},"highlight":{"complaint_what_happened":["Throughout this <em>process</em>, I consistently attempted to work with XXXX to resolve the default. I submitted multiple loss mitigation applications, attempted a short sale with a prospective buyer, and <em>repeatedly</em> provided updated financial <em>documentation</em> reflecting the propertys restored income-producing status. \n\nDespite this : * My applications were <em>repeatedly</em> auto-denied without meaningful explanation."],"sub_issue":["Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or <em>foreclosure</em>"]},"sort":[19.398695,"22556340"]},{"_index":"complaint-public-v1","_id":"14088466","_score":19.302603,"_source":{"product":"Mortgage","complaint_what_happened":"I am filing this complaint due to multiple violations of federal mortgage servicing laws ( 12 CFR 1024 RESPA/Regulation X ) by Mr. Cooper regarding my request for mortgage assistance on the above-referenced property.\n\n1. Failure to Assign a Consistent Point of Contact ( Violation of 12 CFR 1024.40 ) Mr. Cooper has repeatedly failed to provide a single point of contact. I have been transferred to numerous representatives, each giving conflicting information, and no one has followed through on promised help. This lack of continuity has directly obstructed resolution of my case. \n\n2. Mishandling of Loss Mitigation Applications ( Violation of 12 CFR 1024.41 ( b ) & ( c ) ) I submitted a loss mitigation package including a hardship letter, financials, and relevant documentation. Mr. Cooper : Claimed documents were incomplete without clear explanation Refused to process my application based on non-cooperation from co-borrower XXXX XXXX, despite my documented efforts and communication Ignored the hardship I disclosed as a single parent earning $ XXXX This constitutes an illegal denial without proper review, especially since I was actively pursuing assistance. \n\n3. Foreclosure Activity During Pending Review ( Violation of 12 CFR 1024.41 ( g ) ) While my hardship letter and application were still pending, Mr. Cooper proceeded with foreclosure activity. This is a clear violation of the federal rule that prohibits foreclosure from proceeding while a complete or pending application is being reviewed.\n\n4. Refusal to Recognize Me as Successor in Interest ( Violation of 12 CFR 1024.30 ( d ) ) As the Successor in Interest to the Estate of XXXX XXXX, I requested to proceed with loss mitigation. Mr. Cooper failed to acknowledge or process this request, despite regulatory obligation to work with successors. \n\nXXXX. Failure to Acknowledge Written Communication ( Violation of 12 CFR 1024.35 & 1024.36 ) I emailed their loss mitigation department directly. Their auto-reply said I would receive a response within 21 days. I never received a response. Instead, the foreclosure process resumeddespite written communications being federally protected.","date_sent_to_company":"2025-06-15T15:13:17.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"707XX","tags":null,"has_narrative":true,"complaint_id":"14088466","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2025-06-15T15:04:12.000Z","state":"LA","company_public_response":null,"sub_issue":"Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure"},"highlight":{"complaint_what_happened":["Cooper <em>regarding</em> my <em>request</em> for mortgage assistance on the above-referenced property.\n\n1. Failure to Assign a Consistent Point of Contact ( Violation of 12 CFR 1024.40 ) Mr. Cooper has <em>repeatedly</em> failed to provide a single point of contact. I <em>have</em> been transferred to numerous representatives, each giving conflicting information, and no one has followed through on promised help. This lack of continuity has directly obstructed resolution of my case. \n\n2."],"sub_issue":["Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or <em>foreclosure</em>"]},"sort":[19.302603,"14088466"]},{"_index":"complaint-public-v1","_id":"18683403","_score":19.196144,"_source":{"product":"Mortgage","complaint_what_happened":"I am submitting this complaint regarding repeated mortgage servicing failures by PHH Mortgage Corporation in connection with my mortgage assistance application. \n\nMy household has been actively seeking mortgage assistance since XX/XX/year>. During this time, PHH Mortgage has repeatedly claimed that required documentation was not received, despite the fact that the documents have been submitted multiple times via mail, email, and PHHs online message center. \n\nOn several occasions, PHH Mortgage representatives confirmed that the documentation had been received, only for the company to later state that the same documents were missing. This pattern has occurred repeatedly over several months and has prevented a fair, complete, and timely review of our mortgage assistance application. \n\nWe have been delinquent on our mortgage since XX/XX/year>, making timely and accurate processing of our application critical. Despite our repeated good-faith efforts, PHH Mortgage has failed to clearly identify what documentation is allegedly missing, when the file was last reviewed, or which department or individual reviewed it. This conduct constitutes a servicing error and a failure to properly process a loss mitigation application. \n\nWe believe PHH Mortgages repeated claims of missing documentationafter confirming receiptrepresent improper servicing practices and have caused unnecessary delay, confusion, and hardship. \n\nWe are requesting that PHH Mortgage be required to : Provide a complete and accurate accounting of all documents received to date Clearly identify any documents allegedly missing, if applicable Confirm in writing whether our mortgage assistance application is considered complete Conduct an immediate and thorough review by a qualified loss mitigation or escalation team Correct any servicing errors related to document handling and communication Confirm that no foreclosure activity or adverse action is occurring while our application is under review We are requesting CFPB assistance to ensure PHH Mortgage complies with federal servicing requirements and properly evaluates our mortgage assistance application.","date_sent_to_company":"2026-01-13T16:19:24.000Z","issue":"Struggling to pay mortgage","sub_product":"VA mortgage","zip_code":"431XX","tags":"Servicemember","has_narrative":true,"complaint_id":"18683403","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Ocwen Financial Corporation","date_received":"2026-01-13T16:06:15.000Z","state":"OH","company_public_response":null,"sub_issue":"Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure"},"highlight":{"complaint_what_happened":["I am submitting this complaint <em>regarding</em> repeated mortgage servicing failures by PHH Mortgage Corporation in connection with my mortgage assistance application. \n\nMy household has been actively seeking mortgage assistance since XX/XX/year>. During this time, PHH Mortgage has <em>repeatedly</em> claimed that required <em>documentation</em> was not received, despite the fact that the documents <em>have</em> been submitted multiple times via mail, email, and PHHs online message center."],"sub_issue":["Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or <em>foreclosure</em>"]},"sort":[19.196144,"18683403"]},{"_index":"complaint-public-v1","_id":"18721255","_score":19.123243,"_source":{"product":"Mortgage","complaint_what_happened":"I have experienced ongoing confusion, inconsistent guidance, and lack of clear communication from my mortgage servicer, United Wholesale Mortgage ( UWM ), since approximately XX/XX/year> regarding my loss mitigation options. \n\nI was initially told by UWM representatives that I could not pursue loss mitigation or loan modification until I was delinquent on my mortgage. Later, I was told my assistance process began in XX/XX/year>, but I was never given a clear explanation of the steps being taken or what was required from me. \n\nIn XX/XX/year>, I contacted UWM to ask what options were available. I was advised that extending forbearance was an option, which I agreed to, but the process and consequences were not clearly explained to me. As a first-time homeowner, I relied heavily on the information provided by the servicer.\n\nSince that time, I have repeatedly received conflicting information from different UWM representatives. I was told I needed to complete a HUD counseling appointment, but those appointments were canceled while my account was under review. Later, a representative stated the appointment may have been canceled because the account was considered to be in foreclosure, which had not been clearly disclosed to me previously.\n\nMy account is now approximately 225 days delinquent. I only learned recently that foreclosure activity may have begun. Throughout this process, I have attempted in good faith to work with UWM, requested clarification, and submitted an appeal when I learned my application was denied.\n\nI have taken proactive steps including submitting an appeal, providing updated financial documentation, scheduling HUD-certified housing counseling, and preparing to make a {$5000.00} good-faith payment. However, I continue to encounter difficulty obtaining clear, consistent answers, a stable point of contact, or written confirmation of my account status.\n\nI believe the inconsistent information, lack of transparency, and failure to clearly explain my options have negatively impacted my ability to navigate the loss mitigation process and avoid foreclosure.","date_sent_to_company":"2026-01-14T18:48:02.000Z","issue":"Struggling to pay mortgage","sub_product":"FHA mortgage","zip_code":"85395","tags":null,"has_narrative":true,"complaint_id":"18721255","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"United Shore Financial Services, LLC","date_received":"2026-01-14T18:32:37.000Z","state":"AZ","company_public_response":null,"sub_issue":"Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure"},"highlight":{"complaint_what_happened":["I only learned recently that <em>foreclosure</em> activity may <em>have</em> begun. Throughout this <em>process</em>, I <em>have</em> attempted in good faith to work with UWM, <em>requested</em> clarification, and submitted an appeal when I learned my application was denied.\n\nI <em>have</em> taken proactive steps including submitting an appeal, providing updated financial <em>documentation</em>, scheduling HUD-certified housing counseling, and preparing to make a {$5000.00} good-faith payment."],"sub_issue":["Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or <em>foreclosure</em>"]},"sort":[19.123243,"18721255"]},{"_index":"complaint-public-v1","_id":"18431221","_score":19.049646,"_source":{"product":"Mortgage","complaint_what_happened":"The original borrower passed away in XX/XX/XXXX while the VA loan was in XXXX forbearance. I am the legal successor-in-interest and owner of the property, and the deed is in my name. \n\nFrom XXXX through XXXX, I repeatedly contacted the mortgage servicer by phone to ask how to make payments, the amount owed, what documentation was required after the borrowers death, and how to prevent default or foreclosure. Each time I called, I was given inconsistent information and told to hold off, or that they did not know who I should pay. I was never provided clear instructions on how to submit payments as the successor-in-interest, and payments were not accepted. \n\nDuring this time, I continued to receive automated notices. However, when I called about those notices, representatives verbally instructed me not to make payments while the account was under review. I relied on these instructions. \n\nIn XXXX, I was contacted by foreclosure counsel regarding a proposed consent order. I expressed confusion and concern about whether signing the consent order would allow the servicer to take the home without giving me an opportunity to make payments. I never signed the consent order. After I indicated that I had consulted an attorney, communication stopped. This demonstrates a lack of meaningful communication, failure to explain available options, and failure to provide a clear opportunity to cure or pursue loss-mitigation. \n\nI did not receive meaningful foreclosure notice directly from the servicer. No Notice of Default, Notice of Sale, or foreclosure communication was provided to me as the legal owner and successor-in-interest. Had the servicer properly notified me, I would have taken immediate action to resolve the loan. I only became aware that foreclosure was imminent after being contacted by the XXXX XXXX XXXX XXXXXXXX on XX/XX/XXXX. Had the VA not contacted me, I would not have known foreclosure was pending. \n\nAfter filing a prior complaint, a LoanDepot representative contacted me stating that their system showed a payoff request under the deceased borrowers name. The borrower has been deceased since XXXX, and no authorized successor requested a payoff. This confirms that LoanDepots records are inaccurate and that the borrowers death and successor-in-interest status were not properly processed.\n\nThe servicers failure to recognize me as successor-in-interest, refusal to provide payment instructions, inaccurate recordkeeping, and lack of notice caused the alleged delinquency to grow and led to foreclosure activity. \n\nOn todays date, I also received a call LoanDepot stating that their system showed a request for a payoff under the deceased borrowers name. The borrower has been deceased since XXXX, and no authorized successor made any request. This further demonstrates that LoanDepots records are inaccurate and that the borrowers death and successor-in-interest status were not properly processed.","date_sent_to_company":"2026-01-02T22:03:40.000Z","issue":"Struggling to pay mortgage","sub_product":"VA mortgage","zip_code":"309XX","tags":"Older American, Servicemember","has_narrative":true,"complaint_id":"18431221","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"LD Holdings Group, LLC","date_received":"2026-01-02T21:40:00.000Z","state":"GA","company_public_response":null,"sub_issue":"Foreclosure"},"highlight":{"complaint_what_happened":["Had the VA not contacted me, I would not <em>have</em> known <em>foreclosure</em> was pending. \n\nAfter filing a prior complaint, a LoanDepot representative contacted me stating that their system showed a payoff <em>request</em> under the deceased borrowers name. The borrower has been deceased since XXXX, and no authorized successor <em>requested</em> a payoff. This confirms that LoanDepots records are inaccurate and that the borrowers death and successor-in-interest status were not properly <em>processed</em>."],"sub_issue":["<em>Foreclosure</em>"]},"sort":[19.049646,"18431221"]},{"_index":"complaint-public-v1","_id":"14319264","_score":19.005108,"_source":{"product":"Mortgage","complaint_what_happened":"I am writing to express urgent and ongoing concerns regarding the mishandling of the short sale and loss mitigation process for the property at XXXX XXXX XXXX XXXX, XXXX XXXX, NY, which is located in a designated landmark district and subject to additional oversight and protections. \n\nDespite having an active and open short sale/loss mitigation file, the lender has scheduled a foreclosure sale for XX/XX/XXXX without notifying involved parties, including the foreclosure attorney and management. This was done while a valid offer was on the table and ongoing short sale efforts were underway. This is not just a procedural oversight it is a violation of federal servicing guidelines and a clear denial of the homeowners rights. \n\nFor over a year, I have repeatedly requested to speak with a supervisor or loss mitigation manager regarding this matter. Not one of these requests has been honored. We have received no meaningful communication, no escalation, and no acknowledgment of the serious concerns raised despite dozens of emails and calls. This is a clear breakdown of servicing standards and shows blatant disregard for ethical practice. \n\nTo date, we have also submitted requests to allow an independent report or valuation to be reviewed. These have been denied without reason, even though the valuation provided by your office is based on flawed assumptions, incorrect legal property classification, and lacks proper comps. The most recent appraisal claims the property is worth {>= $1,000,000}, contradicting the previously amended valuation from XX/XX/XXXX, of {>= $1,000,000} without any market-based justification. \n\nWe have provided repeated documentation requesting correction of the property classification, which is critical to determining the true value. The appraisal has been conducted without confirming the legal Certificate of Occupancy, and without interior access. This violates industry-standard practice. The property is not a simple two-family it has a complex layout that must be valued according to the correct zoning and CO. Yet, the appraiser, and more troublingly the XXXX valuation analyst involved, have consistently failed to comply with basic due diligence, investor guidelines, and federal appraisal standards. \n\nThis behavior is unethical, non-compliant, and clearly designed to force foreclosure rather than allow the homeowner to resolve the matter through available mitigation tools. It is now evident that the bank is not acting in good faith. Instead of engaging in a transparent and lawful process, your institution appears to be deliberately prolonging the resolution, rejecting valid offers, and denying reasonable opportunities to cure or resolvein violation of both HUD and CFPB servicing rules.","date_sent_to_company":"2025-06-26T16:02:02.000Z","issue":"Struggling to pay mortgage","sub_product":"Reverse mortgage","zip_code":"10031","tags":null,"has_narrative":true,"complaint_id":"14319264","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Ocwen Financial Corporation","date_received":"2025-06-26T15:46:11.000Z","state":"NY","company_public_response":null,"sub_issue":"Foreclosure"},"highlight":{"complaint_what_happened":["For over a year, I <em>have</em> <em>repeatedly</em> <em>requested</em> to speak with a supervisor or loss mitigation manager <em>regarding</em> this matter. Not one of these <em>requests</em> has been honored. We <em>have</em> received no meaningful communication, no escalation, and no acknowledgment of the serious concerns raised despite dozens of emails and calls. This is a clear breakdown of servicing standards and shows blatant disregard for ethical practice."],"sub_issue":["<em>Foreclosure</em>"]},"sort":[19.005108,"14319264"]},{"_index":"complaint-public-v1","_id":"12698338","_score":18.963366,"_source":{"product":"Mortgage","complaint_what_happened":"Subject : Formal Complaint Against XXXX XXXX XXXX XXXX XXXX Violations, Unfair Foreclosure Practices, and Failure to Follow USDA Guidelines Under the CARES Act and Regulation X. \n\nDear Sir or Madam, I am submitting this formal complaint against XXXX XXXX regarding their improper mortgage servicing practices, failure to comply with USDA Guaranteed Loan guidelines, and violations of the Real Estate Settlement Procedures Act ( RESPA ). These actions have caused me significant financial and emotional distress and have resulted in an unjust foreclosure process that contradicts federal protections afforded to borrowers. \n\nBackground of the Case : I obtained a USDA Guaranteed Loan to purchase my home, and I had been making payments in good faith under the terms of my mortgage. During the XXXX pandemic, I applied for a forbearance under the CARES Act, which was supposed to provide temporary relief and assistance to struggling homeowners. However, XXXX XXXX  failed to properly process my forbearance and subsequent loan modification, committed fraud, was negligent, and mislead on multiple occasions, ultimately leading to the wrongful acceleration of my loan and an unfair foreclosure process, again, on multiple occasions. \n\nViolations and Misconduct 1.Failure to Comply with USDA Loan Modification Guidelines XXXX XXXX did not adhere to the USDAs COVID-19 relief policies and failed to request an exception to the 31 % modification cap, despite my financial ability to sustain the modified mortgage payment. The bank failed to communicate with USDA to obtain a waiver or alternative solution, thereby denying me the assistance I was entitled to receive. \n\n2.RESPA Violations and Unfair Servicing Practices- Repeatedly lost my submitted documents, causing unnecessary delays and misguiding me regarding modification options. Failed to provide accurate information about available assistance programs, including Texas Housing Assistance Fund, and improperly rejected partial payments that could have prevented foreclosure. Engaged in deceptive servicing practices that created undue hardship and financial strain. \n\n3.Procedural Due Process Violations The judge initially scheduled a hearing but later canceled it without notifying all parties of a rescheduled date, depriving me of the opportunity to be heard before ruling on XXXX  Motion for Summary Judgment. This lack of notice directly impacted my ability to present my case properly, violating my fundamental due process rights under Texas law. It has since been appealed.\n\n4.Aggressive and Unjust Foreclosure Actions- XXXX XXXX  moved forward with foreclosure proceedings in bad faith, despite my eligibility for alternative solutions.\n\nXXXXXXXX failed to comply with federal loss mitigation requirements under USDA servicing guidelines and the CARES Act, accelerating the foreclosure process unfairly. \n\nREQUEST FOR ACTION : Given the significant harm caused by XXXX XXXX  unlawful actions, I request the following relief : 1.CFPB : Investigate XXXXXXXX XXXX servicing practices, their failure to comply with federal and state laws, and their treatment of USDA loan borrowers. There is a long history of thousands of other homeowners/consumers experiencing this exact same behavior. \n\n2.Office of the Attorney General : Take appropriate legal action against XXXX XXXX  for consumer protection violations , including unfair and deceptive lending and foreclosure practices.\n\n3.USDA Servicing Department : Review XXXX handling of my mortgage account and observe how they failed to adhere to USDA Guaranteed Loan requirements. When violations are identified, I request that you enforce penalties and require corrective action immediately. \n\n4.Immediate Mortgage Review : Require XXXX XXXX to reinstate my mortgage and approve a fair loan modification that aligns with USDA and CARES Act guidelines minus the fees/penalties. \n\n5.Compensation for Damages : Seek financial relief for the emotional distress, legal fees, and financial losses I have incurred due to XXXX XXXX misconduct . \n\nI have attached all relevant documentation, including my original complaint, motion filings, court orders, and can provide troves of evidence of XXXX XXXX  mismanagement of my mortgage when requested by your organization ( contains sensitive information ).","date_sent_to_company":"2025-03-27T16:42:25.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"USDA mortgage","zip_code":"77365","tags":null,"has_narrative":true,"complaint_id":"12698338","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NEW YORK COMMUNITY BANCORP INC","date_received":"2025-03-27T15:50:32.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Trying to communicate with the company to fix an issue with the application process"},"highlight":{"complaint_what_happened":["I <em>have</em> attached all relevant <em>documentation</em>, including my original complaint, motion filings, court orders, and can provide troves of evidence of XXXX XXXX  mismanagement of my mortgage when <em>requested</em> by your organization ( contains sensitive information )."],"sub_issue":["Trying to communicate with the company to fix an issue with the application <em>process</em>"]},"sort":[18.963366,"12698338"]},{"_index":"complaint-public-v1","_id":"22176953","_score":18.924421,"_source":{"product":"Mortgage","complaint_what_happened":"I am submitting this complaint regarding the servicing and administration of my FHA mortgage loan by PHH Mortgage/Onity Mortgage and the handling of my Trial Payment Plan during a financial hardship caused by Hurricane Milton . \nIn XXXX, Hurricane Milton severely impacted my business and financial stability. From the very beginning, I communicated with my mortgage servicer in good faith to seek assistance and avoid foreclosure on my home.\n\nAfter multiple denials, I was eventually approved for a Trial Payment Plan for XXXX, XXXX, and XX/XX/XXXX. The XXXX payment was successfully processed from my XXXX XXXX XXXX account on XX/XX/XXXX, and I possess bank statements confirming that the funds were properly withdrawn from my account. \nHowever, when I later attempted to make the XXXX payment, I was informed that my Trial Payment Plan had been cancelled because the XXXX payment had allegedly never been received. I continued communicating with representatives and supervisors, who instructed me to provide bank statements and supporting documentation, which I submitted. \nMonths later, I was informed that the XXXX payment had in fact been located, but that it had allegedly been incorrectly applied internally by the mortgage company. Despite this, the Trial Payment Plan remained denied and the foreclosure process continued moving forward.\n\nThroughout this process, there were serious communication issues, conflicting information, changing explanations, and inconsistent responses from different representatives. At different times, I was told : that the XXXX payment had never been received, later that the payment had been found but incorrectly applied, that XXXX and XXXX payments were not accepted, and later that the payments had allegedly been attempted outside the permitted timeframe. \nI also believe it is important to note that during the transition and rebranding process from PHH Mortgage to Onity Mortgage, there were multiple setbacks, lack of continuity in case information, and confusion between departments and representatives. On many occasions, I had to repeatedly explain the entire situation because different agents appeared to have incomplete knowledge of my case history and prior communications.\n\nAdditionally, I was informed that two checks related to XXXX and XXXX payments had allegedly been mailed and negotiated. I respectfully dispute these claims because I never received nor cashed those checks. I possess supporting evidence and documentation regarding this issue and respectfully request verification of the alleged negotiation of those checks.\n\nThe overall handling of my case has felt extremely confusing, inconsistent, and at times hostile, despite my repeated efforts to cooperate in good faith and resolve the situation responsibly.\n\nThese changing explanations and communication failures created significant confusion and prevented me from reasonably resolving the issue despite my repeated good faith efforts to communicate and comply.\n\nI never abandoned the property, ignored the lender, or refused to cooperate. I remained in continuous communication throughout the entire process and repeatedly expressed my desire to save my home and continue making payments.\n\nI currently have full-time employment, verifiable income, and a genuine willingness to continue paying my mortgage and resolve this situation reasonably. This property is my familys primary residence and is occupied by my XXXX mother, my XXXX  daughter, and myself. \nI respectfully request a review of : the handling of my Trial Payment Plan, the application and processing of the XX/XX/XXXX payment, the communication and servicing issues, the conflicting information provided by representatives, the complications and confusion during the transition from PHH Mortgage to Onity Mortgage, the disputed checks allegedly issued and negotiated, and any available foreclosure alternatives or renewed loss mitigation review.\n\nI possess supporting evidence including bank statements, emails, communication history, and Trial Payment Plan documentation.","date_sent_to_company":"2026-05-13T21:41:11.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"338XX","tags":null,"has_narrative":true,"complaint_id":"22176953","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Ocwen Financial Corporation","date_received":"2026-05-13T21:26:28.000Z","state":"FL","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 possess supporting evidence and <em>documentation</em> <em>regarding</em> this issue and respectfully <em>request</em> verification of the alleged negotiation of those checks.\n\nThe overall handling of my case has felt extremely confusing, inconsistent, and at times hostile, despite my repeated efforts to cooperate in good faith and resolve the situation responsibly."],"issue":["Trouble during payment <em>process</em>"]},"sort":[18.924421,"22176953"]},{"_index":"complaint-public-v1","_id":"18399221","_score":18.49549,"_source":{"product":"Mortgage","complaint_what_happened":"Company : PNC Bank, N.A. \nProduct : Mortgage Issue Type : Loan modification / hardship assistance / foreclosure concerns Complaint Description I am submitting this complaint regarding PNC Banks mishandling of my mortgage hardship ( loss mitigation ) applications in XXXX, including contradictory information, lack of transparency, procedural failures, repeated delays, and financial harm caused by reliance on inaccurate guidance. \n\nBackground and Timeline I was laid off in XX/XX/XXXX. Since then, I have worked as a XXXX XXXX to make ends meet while attempting to start my own business, which has not yet generated profit. \nIn XX/XX/XXXX, I submitted my first mortgage hardship application to PNC and was approved for a 90-day reprieve. I was explicitly informed by PNC representatives that the deferred payments would be added to the end of my mortgage term. \nIn XX/XX/XXXX, I was unexpectedly informed that I needed to pay approximately {$8900.00} by XX/XX/XXXX, or foreclosure proceedings would begin. This directly contradicted what I had been told regarding the hardship approval. \nFearing foreclosure, I withdrew funds from my XXXX  to make this payment. I would not have taken this action had the original hardship terms been honored or accurately explained. \n\nBecause of this experience and the misinformation I received, I was afraid to reapply for hardship assistance. Unfortunately, my financial condition did not improve. I later withdrew additional funds from my XXXX  to cover my XX/XX/XXXX and XX/XX/XXXX mortgage payments in order to avoid default. \n\nSecond Hardship Application and Procedural Issues I reapplied for mortgage hardship assistance on XX/XX/XXXX. \nI submitted more than 75 pages of documentation addressing all requested items. \nI was repeatedly told by PNC that information was missing or incorrect, but representatives failed to clearly identify what specific documents or corrections were required despite multiple requests for clarification. \nI was later informed that my application was denied due to alleged technical issues, such as unsigned or mislabeled profit and loss statements. These documents were properly labeled and submitted in good faith. \nThe lack of clear guidance and shifting explanations prevented me from correcting any alleged deficiencies. \n\nOn XX/XX/XXXX, I was notified that I would need to reapply for hardship assistance again, effectively forcing me to start the process over from the beginning. This occurred after months of document submission, repeated follow-ups, and reliance on PNCs instructions. Restarting the process places me at further financial risk, causes additional delay, and disregards the extensive documentation already provided. \n\nMy application was denied, and I remain financially depleted and at continued risk of foreclosure. \n\nConcerns PNCs actions reflect serious mortgage servicing and loss mitigation failures, including : Providing contradictory and misleading information about hardship terms Failure to provide clear and timely notice of documentation deficiencies Repeated procedural delays and technical issues outside the borrowers control Requiring unnecessary reapplication after extensive documentation was already submitted Financial harm caused by reliance on inaccurate servicing guidance I did not choose PNC as my mortgage servicer and can not change servicers without refinancing. I have exhausted my savings and withdrawn retirement funds solely to avoid foreclosure while attempting to comply with PNCs requirements.","date_sent_to_company":"2026-01-01T03:00:17.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"20019","tags":null,"has_narrative":true,"complaint_id":"18399221","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PNC Bank N.A.","date_received":"2026-01-01T02:26:46.000Z","state":"DC","company_public_response":null,"sub_issue":"Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure"},"highlight":{"complaint_what_happened":["I submitted more than 75 pages of <em>documentation</em> addressing all <em>requested</em> items. \nI was <em>repeatedly</em> told by PNC that information was missing or incorrect, but representatives failed to clearly identify what specific documents or corrections were required despite multiple <em>requests</em> for clarification. \nI was later informed that my application was denied due to alleged technical issues, such as unsigned or mislabeled profit and loss statements."],"sub_issue":["Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or <em>foreclosure</em>"]},"sort":[18.49549,"18399221"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":138,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":138}]}},"product":{"doc_count":138,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Mortgage","doc_count":125,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":56},{"key":"FHA mortgage","doc_count":37},{"key":"VA mortgage","doc_count":16},{"key":"Home equity 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