{"took":90,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":11,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"17854260","_score":29.788933,"_source":{"product":"Credit card","complaint_what_happened":"In late XX/XX/year>, I called the issuer of my Wayfair XXXX, which is serviced by Citibank, to report a verified household financial hardship due to the federal government shutdown and loss of income. I was told that all of my accounts would be placed under a shutdown-related payment deferment or hardship accommodation. \n\nOther Citi-branded accounts tied to my household were updated, but the Wayfair XXXX was not. No hardship notation or relief was applied to this account. As a result, the account was allowed to become past due, late fees were added, and I am constantly being pressured to make multiple payments at once, even though I had already notified the company of the shutdown and loss of income hardship. \n\nAs a result of Wayfair XXXX Citibank not reviewing or processing my request, the Wayfair XXXX account became past due, late fees were added, and negative information began reporting to the credit bureaus. When I called in to follow up, I did not receive assistance and was told to make multiple payments immediately, even though the hardship request was already on file and the delay was on Citibanks end. I was repeatedly told the programed ended XX/XX/year> and I needed to make a payment to bring the account current. \n\nI believe this handling is unfair and inconsistent with what I was told, as well as with normal expectations for hardship accommodations. The account should have been treated the same as my other Citi accounts that were updated for the shutdown hardship instead of being allowed to go delinquent, generate late fees, and trigger a credit issue and negative credit reporting.","date_sent_to_company":"2025-12-09T00:35:31.000Z","issue":"Struggling to pay your bill","sub_product":"Store credit card","zip_code":"92407","tags":"Servicemember","has_narrative":true,"complaint_id":"17854260","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CITIBANK, N.A.","date_received":"2025-12-09T00:11:24.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Credit card company won't work with you while you're going through financial hardship"},"highlight":{"complaint_what_happened":["The account should have been treated the same as my other Citi accounts that were updated for the <em>shutdown</em> <em>hardship</em> <em>instead</em> of <em>being</em> <em>allowed</em> to go delinquent, generate late fees, and trigger a credit issue and negative credit reporting."],"sub_issue":["Credit card company won't work with you while you're going through financial <em>hardship</em>"]},"sort":[29.788933,"17854260"]},{"_index":"complaint-public-v1","_id":"17068621","_score":16.755064,"_source":{"product":"Checking or savings account","complaint_what_happened":"I had XXXX cases of unauthorized debit card transactions on my checking account ( debit card ) over XXXX consecutive months : XXXX, XXXX, and XX/XX/year>. Each time, there were numerous repeated transactions to a single merchant in a short window ( anywhere from XXXX days to XXXX weeks ). For the XXXX and XXXX incidents, I filed claims and received provisional credits from the bank within XXXX business days, with no issues. \n\nFor the third incident in XXXX, I filed my claim on XX/XX/year>, and informed the bank that my phone had recently been compromised by remote access malware, which could explain the fraud. The agent, however, did not seem to consider this and only asked the standard questions before submitting my dispute. Unlike the earlier claims, I did not receive a provisional credit promptly. Instead, I was told the bank could take up to XXXX business days. \n\nOn XX/XX/XXXX, I received a denial notice regarding my claim. This was surprising since this time I could actually provide documentation about what happened, but I was never asked for it before a decision was made. I called to appeal and was told to fax in my evidence, which I did. My claim was reopened and the status was updated to \" researching, '' but I was informed the provisional credit timeline no longer applied for reopened claims, and the review could now take up to XXXX  days. \n\nI have repeatedly requested, both by phone and fax, for provisional credit due to financial hardship, to no avail. The most the phone agents can do is notate the claim with my request and auto-replies are sent in response to my faxes. This automated response pattern suggests that my requests are not being reviewed by an actual person. As a result, XXXX left waiting for a resolution while the bank holds my funds and I deal with financial hardship during the government shutdown. I believe the bank mishandled my claim by denying it without first requesting documentation or allowing me the opportunity to submit documents. Had they asked or provided the fax number earlier, I would have submitted evidence right away, resulting in an extended review of the claim ( confirmed by the bank 's actions upon receiving the documents ). The bank would have then been obligated under XXXX  regulation to issue a provisional credit on the XXXX business day.","date_sent_to_company":"2025-11-06T20:59:41.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"92868","tags":null,"has_narrative":true,"complaint_id":"17068621","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2025-11-06T20:38:20.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem using a debit or ATM card"},"highlight":{"complaint_what_happened":["I have repeatedly requested, both by phone and fax, for provisional credit due to financial <em>hardship</em>, to no avail. The most the phone agents can do is notate the claim with my request and auto-replies are sent in response to my faxes. This automated response pattern suggests that my requests are not <em>being</em> reviewed by an actual person. As a result, XXXX left waiting for a resolution while the bank holds my funds and I deal with financial <em>hardship</em> during the government <em>shutdown</em>."]},"sort":[16.755064,"17068621"]},{"_index":"complaint-public-v1","_id":"19360776","_score":14.81609,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"I am filing a formal complaint against Hyundai Motor Finance for misleading servicing conduct and deceptive communication related to a hardship deferment request on my auto lease account. \n\nI contacted Hyundai Motor Finance to request a one-time hardship payment deferment. During my conversation with their representative, I was informed that I could use the one-time deferment option and that the request would be processed. The representative apologized for the inconvenience, completed the required verbal disclosures, informed me of a {$25.00} fee, and stated that documentation would be emailed to me. \n\nAt no time was I informed that I was ineligible, that a waiting-period requirement applied, or that the account allegedly needed to be open for 12 months before a deferment could be granted. I was also explicitly told I remained eligible to use my deferment even after a prior two-month government shutdown deferment.\n\nBased on these statements, I reasonably relied on Hyundai Motor Finances representations and believed my payment was being handled through the deferment review process and would not be treated as late while pending. I was never told the request had been rejected due to prior deferment usage. \n\nOnly after the payment became past due was I informed that the deferment would not be allowed due to undisclosed internal eligibility rules. When I requested written documentation of this policy, I was told, Its not written, you just have to believe us. I was repeatedly transferred between departments, placed on hold while representatives claimed they were obtaining a supervisor, and then disconnected. Multiple representatives told me documents would be sent confirming the deferment, yet no documentation was ever provided.\n\nI am not disputing Hyundai Motor Finances ability to approve or deny a deferment. My complaint concerns the manner in which the accoun\nt was serviced. I was affirmatively led to believe the deferment was being processed and was never instructed that payments must continue unless approval was granted or that a 12-month waiting period applied. Their actions caused me to rely on inaccurate information, resulting in delinquency exposure, fees, a\nnd potential credit damage while I am currently on FMLA leave.\n\nThis conduct constitutes misleading servicing and a deceptive practice under federal consumer protection standards. Providing incomplete or inaccurate\ninformation about payment obligations and eligibility conditions, while inducing reliance, violates fair servicing expectations and the disclosure principles of the Truth in Lending Act. The conduct also meets the definition of an unfair or deceptive act or practice ( UDAAP ) because it materially misled a consumer and caused financial harm. \n\nI request the following resolution : Removal of all late fees associated with this event Correction of any negative credit reporting related to this payment Account adjustment or courtesy extension restoring the account to the status it would have been in absent the misinformation Written explanation of the eligibility requirements relied upon and written documentation of Hyundais deferment policy Placement of my XX/XX/year> payment into deferment A written apology acknowledging the misleading servicing communication I possess a call recording documenting these statements and will provide it upon request. \n\nI attempted to resolve this directly with Hyundai Motor Finance but was not provided a clear explanation or remedy. Instead, I received inconsistent information, was told to trust verbal statements without documentation, and was disconnected while attempting escalation. \n\nI request CFPB review and corrective action. \n\nThank you.","date_sent_to_company":"2026-02-09T19:10:21.000Z","issue":"Struggling to pay your loan","sub_product":"Lease","zip_code":"12180","tags":null,"has_narrative":true,"complaint_id":"19360776","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"HYUNDAI CAPITAL AMERICA","date_received":"2026-02-09T18:39:16.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Denied request to lower payments"},"highlight":{"complaint_what_happened":["I was also explicitly told I remained eligible to use my deferment even after a prior two-month government <em>shutdown</em> deferment.\n\nBased on these statements, I reasonably relied on Hyundai Motor Finances representations and believed my payment was <em>being</em> handled through the deferment review process and would not be treated as late while pending. I was never told the request had been rejected due to prior deferment usage."]},"sort":[14.81609,"19360776"]},{"_index":"complaint-public-v1","_id":"18538637","_score":14.118227,"_source":{"product":"Mortgage","complaint_what_happened":"I moved into my new home XXXX ( XXXX ) months prior to Hurricane Helene destroying our city, ( XXXX Sc . ) & the president declaring it a natural disaster. I was given a XXXX Forebearance from XXXX & due to a medical hardship that started XXXX the XXXX Forebearance was reviewed & extended XXXX. I was told during those time frames NO MORTGAGE payments were required. The XXXX Forebearance expired XXXX XXXX I was advised by GENWAY mortgage collections all deferred payments were due. I applied for mortgage assistance ( XXXX XXXX ) XXXX. I was NEVER advised by Loss Mitigation nor Resolution dept. I was ineligible due to FHA policy/guidelines ( XXXX ) consecutive mortgage payments are to be made to meet qualifications for loan modification. Instead I was approved XXXX, however due to ( XXXX ) document not being notarized it was voided. XX/XX/XXXX, per ( XXXXXXXX XXXX ) Genway mortgage advisers I resubmitted ( XXXX time ) my application for mortgage assistance and again I was told during the modification review I didnt make payments. From XXXX, I awaited response. I was assured a reissue of trial plan & loan modification agreement.I was told the loan was in underwriting Genway Mortgage was back logged due to government shutdown & increased cases. XXXX I received an email from Genway -XXXX XXXX purposing a XXXX XXXX ( XXXX ) months XXXX XXXX modified payment ( {$2100.00} vs. {$2300.00} ) where to be followed by modification review. The email stated I had until XX/XX/XXXX to accept or deny. I called Genway mortgage loss mitigation to accept offer I was told to make a payment to accept the offer I submitted a {$500.00} good faith payment and stated I would call back XX/XX/XXXX to pay {$1700.00} bringing the total to {$2200.00}. I called XX/XX/XXXX was told the offer was retracted and the account was to be brought current asap ALL PAYMENTS ARREARS ARE CURRENT $ XXXX. I was NEVER ADVISED by XXXXXXXX XXXX or Genway mortgage of an FHA rule of ( XXXX ) months of payments. I was NEVER told to continue making payments during the XXXX Forebearance or the Modification review. As of XXXX & XXXX XXXX XXXX ( XXXXXXXX XXXX ) / Genway have refused to take mortgage payments even though Ive offered to pay full monthly amount. {$2300.00}. Instead, Ive been advised to do a preforeclosure sale or a deed-in-lieu on my home. My co-signer is XXXX, we were hurricane victims & my minor child was the medical emergency ( XXXX XXXX in XXXX XXXX XXXX  from ( XXXX ) required surger, current taking prescribed medications. \nI WAS NEVER TOLD /ADVISED BY XXXX XXXX or GENWAY MORTGAGE of any FHA XXXX. Instead I was offered a XXXX XXXX twice and both times they retracted the offer inspite of me agreeing both times to their XXXX XXXX. Now the mortgage is as of today XX/XX/XXXX {$40000.00} in the arrears and over 120 days late because I was told NOT TO PAY & I was protected while under mortgage review. I am possibly having to leave my home, we are afraid of BEING HOMELESS, its hard trying to acquire a new lease with this on my credit report. Please investigate this company and dont ALLOW this to happen to anyone else and their child.","date_sent_to_company":"2026-01-07T18:18:06.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"FHA mortgage","zip_code":"298XX","tags":"Older American","has_narrative":true,"complaint_id":"18538637","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WestGen Lending, a DBA of Beckam Funding","date_received":"2026-01-07T17:36:32.000Z","state":"SC","company_public_response":"Company believes complaint represents an opportunity for improvement to better serve consumers","sub_issue":"Trying to communicate with the company to fix an issue with the application process"},"highlight":{"complaint_what_happened":["I am possibly having to leave my home, we are afraid of <em>BEING</em> HOMELESS, its hard trying to acquire a new lease with this on my credit report. Please investigate this company and dont <em>ALLOW</em> this to happen to anyone else and their child."]},"sort":[14.118227,"18538637"]},{"_index":"complaint-public-v1","_id":"3973991","_score":12.361128,"_source":{"product":"Mortgage","complaint_what_happened":"FAY Servicing took over this loan ( account/loan number XXXX ) from XXXX XXXX just after the COVID related shutdowns and economic impact began. Prior to FAY taking over the loan, I notified XXXX we had a COVID related financial hardship and requested temporary relief on the mortgage payment, which they granted. \n\nSubsequently, at the end of XXXX we were notified XXXX had sold the mortgage to Fay Servicing, and via letter dated XX/XX/XXXX we were informed FAY Servicing had take over the loan. The interest rate is XXXX XXXX The outstanding principal is about {$450000.00}. The home value is about {$650000.00}. We have lived here over 20 years, and plan to stay here through retirement. \n\nThis complaint is submitted because we have discussed a forbearance or deferment or other repayment plan option with FAY for five  months, since XXXX, XXXX ( while making payments, see below ). I understood the COVID relief, or CARES program was designed to streamline this simple assistance. Again, we are only talking about 60 days, and full payments are being provided monthly. \n\nWe received a letter dated XX/XX/XXXX from FAY Servicing that we have been approved for a XXXXorbearance Plan which would end XX/XX/XXXX. \nWe made the XXXX payment on XX/XX/XXXX as usual and no payments were behind at that time. \nThe XX/XX/XXXX payment was due at the beginning of the forbearance period. \n\nOn XX/XX/XXXX we made the last regular monthly payment to XXXX XXXX of {$2700.00} On XX/XX/XXXX we paid {$2600.00} for an unexpected hot water heater replacement XXXX an additional hardship ). \nWe did not make the XXXX, XXXX or XX/XX/XXXX payments ( the forbearance request was pending ). \nOn XX/XX/XXXX we made one regular monthly payment of {$2700.00} ( i.e., assuming it was for XXXX XXXX. \nOn XX/XX/XXXX we made one regular monthly payment of {$2700.00} ( i.e., assuming it was for XXXX. \nOn XX/XX/XXXX we made one regular monthly payment of {$2700.00} ( i.e., assuming it was for XXXX XXXX. \nOn XX/XX/XXXX, we made one regular monthly payment ( i.e., assuming it was for XXXX XXXX. \nOn XX/XX/XXXX we provided FAY Servicing the Borrower Assistance form with all attachments they requested. My Social Security verification letter was provided a day or two later. All documents were provided by email and I have copies of all transmissions. \n\nOn XX/XX/XXXX my wife was required to travel to XXXX unexpectedly to see her ailing XXXX XXXX and lXXXX XXXX XXXX XXXX XXXXXXXX XXXX  including advanced XXXX XXXX ( this is the second unexpected hardship in addition to the COVID hardship ). She had to be quarantined in XXXX two  weeks before being able to visit him, then helped her mom move him from the hospital into a hospice nursing home, and she returned home on XX/XX/XXXX. Her father will not leave the hospice and she expects to return to XXXX for funeral services in XXXX or XXXX if not sooner. \n\nWe missed three payments total during the hardship, approved for forbearance. We made one of those missed payments XXXX XXXX XXXX in addition to the regular payments for XXXX, XXXX and XXXX. \n\nWe received an Intent to Foreclose and a Notice of Default ( XX/XX/XXXX ). I called FAY and was told the Borrower Assistance Form I provided XX/XX/XXXX required revision and additional information, which was provided XX/XX/XXXX. I also documented calls and emails. Emails alone are documented on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX ( two emails XXXX, XX/XX/XXXX ( three emails ) and each email followed at least one call. On at least six of those emails, including the first one, all information requested was provided. XXXX XXXX continued to request the same documents and I continued to send them. Now they request current pay stubs, which I'd gladly provided however, instead we are able to and prefer to pay the full four months of payments due. I just don't feel it is my responsibility to also pay the additional fees. \n\nWe called to make an additional full payment several times since early XXXX. I called to make two full payments last week XXXX XX/XX/XXXX ). Today XXXX XX/XX/XXXX ) I called and offered to make four payments XXXX XXXX, XXXX, XXXX and XXXX XXXX. \n\nAt this time, they are requesting {$14000.00} to reinstate the loan. Four monthly payments totals {$11000.00}. XXXX XXXX, the XXXX XXXX of XXXX, a well informed and reasonable person, explains that there are currently no late fees or legal fees. He explains that since the loan just moved to legal, those fees may be nominal. Yet FAY still wants {$14000.00} without an explanation of the use of funds. \n\nWe are merely asking for consideration in the form of \" no foreclosure fees, late fees or other fees ' ( they have not been assessed as of this afternoon and to allow us to make the four full payments this week to be fully caught up. \n\n\nI have all letters, emails, phone records and copies of the Borrower Assistance Form and attachments submitted ( six times ). I am not attaching them as there would be dozens of attachments. However, I will gladly submit them upon request.","date_sent_to_company":"2020-11-24T22:14:26.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"92008","tags":"Older American","has_narrative":true,"complaint_id":"3973991","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Fay Servicing, LLC","date_received":"2020-11-24T21:54:39.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["On XX/XX/XXXX my wife was required to travel to XXXX unexpectedly to see her ailing XXXX XXXX and lXXXX XXXX XXXX XXXX XXXXXXXX XXXX  including advanced XXXX XXXX ( this is the second unexpected <em>hardship</em> in addition to the COVID <em>hardship</em> ). She had to be quarantined in XXXX two  weeks before <em>being</em> able to visit him, then helped her mom move him from the hospital into a hospice nursing home, and she returned home on XX/XX/XXXX."]},"sort":[12.361128,"3973991"]},{"_index":"complaint-public-v1","_id":"16322354","_score":10.52487,"_source":{"product":"Credit card","complaint_what_happened":"In XXXX I lost my job due to the covid shutdown, later that year, my mother suffered a XXXX  XXXX and was hospitalized. I had to move her out of her home and to a XXXX facility and have been her main caregiver since. A year later, I was diagnosed with XXXX XXXX and underwent treatment for XXXX months. During this time I was unable to work steadily and depleted my savings, leaving me in severe financial hardship. I finally got a full time job in XXXX of this year, but it didn't start until XX/XX/XXXX and I didn't receive a paycheck for four weeks after my start date. \nAs a result of all of the above, I fell behind on payments for my two Discover credit card accounts ( ending in XXXX and XXXX the form here only allowed me to enter one account number but there are 2 accounts. I was considering a consolidation or debt relief program, but on XX/XX/XXXX, I called Discover 's Hardship Department to first discuss my options for getting my accounts current and protecting my credit. I was on the line with a very kind rep for an hour and a half as she explained the XXXX XXXX XXXX  to me. \nShe explicitly told me to skip my XXXX payments, 'do n't stress ' I think was her statement. She told me that after completing these three payments in three months, the program would push both my accounts current, which would get my credit 'back on track '. This was welcome news and incredibly important to me because I have to move by the end of this year and I need my credit in the best shape possible in order to obtain a new lease. I agreed to sign up for the XXXX XXXX XXXX  on both my Discover accounts and made dates for the payments to be automatically withdrawn from my account.\n\nWhen I learned I wouldn't get paid for 4 weeks after beginning my new job, I immediately called Discover 's hardship department on XX/XX/XXXX to see if I would be kicked off the XXXX XXXX XXXX  if I made the two XXXX payments late. I spoke to a rep who said I \" should '' be alright, but she didn't seem sure soI asked to speak to a supervisor to get clarification. I was connected to her supervisor who was very nice. He informed me Discover would work with me on the timing of the payments but the account ending in XXXX was scheduled to be closed if I didn't make the XX/XX/XXXX payment. \nI told him I didn't want the account closed since I needed my credit to be in the best shape possible in XXXX to qualify for a new lease, and I didn't want my credit impacted by an account closure. He assured my if I made that payment the account would remain open and both accounts would be pushed current in XXXX after completing the XXXX XXXX XXXX. So I borrowed the money and made the payment to keep the XXXX account open and made the other payment as soon as I was paid. \nSince I got conflicting stories, I called again on XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX to make sure I was still on the program and I had made the necessary payments. On the XX/XX/XXXX call, the rep informed me the XXXX account had been closed, even though I was assured it wouldn't be by the supervisor on my XX/XX/XXXX call. She told me it had been closed because I hadn't made a purchase for a year and I should call the dept that closed in on Monday when they opened and explain I'd been on the XXXX XXXX XXXX. \nI called that dept on XX/XX/XXXX and the rep told me the closure had nothing to do with the XXXX XXXX XXXX, it was a routine review, it was permanent and there was nothing I could do. I asked him how it was possible these two Discover departments didn't communicate with each other? Why had I gone through all this stress and spent hours on the phone with Discover reps just to hear too bad, sorry, nothing we can do? He said that was how it was. I asked to speak to his supervisor. He refused to connect me to a supervisor and actually hung up on me - Im terminating the call now. I called the hardship dept back and the rep told me sorry, that's how it works. I asked to speak to her supervisor and she did everything she could to not connect me. I finally got through to a supervisor, XXXX XXXX, and she too told me sorry, that's how it goes there is nothing they could do for me. \nI told her this is unacceptable. My credit rating has already dropped and I have real world consequences from this. I've been stressed, I did everything I was told to do by Discover 's multiple reps and supervisors and I made all the payments I was told to make. I made it clear the entire time that I wanted to keep the accounts open and pay them down now that I'm working full time again. At no time was I informed by any rep that the accounts would be closed anyway. If I had been made aware of that I would have chosen to pursue another option. \nI completed the program exactly as instructed but instead of helping my credit as was promised by Discover, my credit is now severely damaged and my credit score has dropped because my total available credit dropped significantly. I have two accounts now closed by the creditor and my credit utilization ratio increased dramatically. I feel misled and lied to by Discover. \nAfter asking repeatedly for an internal review and refusing I finally got XXXX XXXX to submit an internal complaint and review the recorded calls from when I was enrolled in the program. However, she told me it wouldnt change anything, the closures are 'permanent ' and they dont change credit reporting. \nHad I known skipping XXXX payments as instructed and late payments while on this program could result in my accounts being closed, I would have pursued debt consolidation or other alternatives instead. The program name XXXX XXXX ' and the verbal representations made by FIVE different Discover representatives led me to reasonably believe this would HELP my credit situation, not destroy it. I believe Discover engaged in deceptive practices by marketing a program that promises to help customers get 'back on track ' and closing accounts after customers complete the program in good faith. \nWhat I want : Discover to reopen both of my credit card accounts OR provide compensation for the credit damage I've suffered AND change how the account closures are reported to credit bureaus ( 'closed by consumer ' rather than 'closed by creditor ' ) An explanation of why I was not reasonably made to understand this potential outcome by any of the multiple representatives I spoke with so I could have pursued other options A retraining of all involved departments to make sure this doesnt happen to any other customers I have documentation that I completed the program as required. Discover has call recordings that will confirm I had no reasonable way to understand there was potential these accounts would be closed.","date_sent_to_company":"2025-10-02T18:59:12.000Z","issue":"Closing your account","sub_product":"General-purpose credit card or charge card","zip_code":"11238","tags":null,"has_narrative":true,"complaint_id":"16322354","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"DISCOVER BANK","date_received":"2025-10-02T18:48:22.000Z","state":"NY","company_public_response":null,"sub_issue":"Company closed your account"},"highlight":{"complaint_what_happened":["Had I known skipping XXXX payments as instructed and late payments while on this program could result in my accounts <em>being</em> closed, I would have pursued debt consolidation or other alternatives <em>instead</em>. The program name XXXX XXXX ' and the verbal representations made by FIVE different Discover representatives led me to reasonably believe this would HELP my credit situation, not destroy it."]},"sort":[10.52487,"16322354"]},{"_index":"complaint-public-v1","_id":"5364230","_score":9.744492,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Hi, I recently wrote you and this bureau of inaccurate/incorrect information on my report no changes have made thus far. On XX/XX/2022, I wrote Equifax asking for them to do the following : On XX/XX/2022 I sent the following dispute letter : To Whom It May Concern, This letter is a formal complaint that you are reporting inaccurate and incomplete credit information. We recently wrote to you about this on XX/XX/2022, but it appears it was completely overlooked or ignored. We asked that you correct the information on the report, but it seems that you didnt do that and indicated in your response to our dispute that my current legal name, XXXX XXXX XXXX XXXX has been deleted from your file ( which was never a part of my credit report from the copies that youve sent me ) and that you have continued to keep my old name, XXXX XXXX XXXX on file, which is what youve had this entire time that Ive been asking you to update my name. I have requested that you update this information multiple times, but it seems you dont wish to follow the FCRAs laws about when someone dispute information on their credit report. This is the 3 or more times that we have requested that you update my legal name on my credit file. But instead, you did the opposite of what I asked you to do based upon your response from credit report dated XX/XX/2022, confirmation # XXXX. At this point this feels and seems very intentional. I dont know how someone can get something like that mixed up and do the opposite of what was asked of them to do. I see that you granted the other request without any incident, the removal of an old and outdated address however you did not correct my name as have been requested of you multiples times. That alone makes it appear that youre intentionally trying to sabotage my report and not follow the laws of FCRA. I will ask once more that you kindly update my name as requested the last few times. It should be updated as follows : 1. Old Name is listed currently on my credit file as : XXXX XXXX XXXX BUT my current legal name should be listed as XXXX XXXX XXXX and no other name as current should be on this report pls. \n================================================================= There have been multiple request sent asking them to fix this issue. Obviously they are using a computer bot to read these letters and not a real person and/or a real person is intentionally ignoring my request to follow the FCRA 's law/rules/regulations/guidelines. \nEither way this appears to be done as a stall tactic. They are now asking that I send them identification, that I've already sent to them each and every time I send a dispute letter, a real person can see that information, if they didn't trash it or if they weren't using a computer bot to do their work for them. This is causing injury to me and I need this fixed right away. How do you confuse one request for another. It was like this was done on purpose. I asked them to update my file to my current legal name but they deleted something that wasn't even there in the first place and then asked me to send in information/identification for the my old name. How odd and irresponsible is that. Wow... .It amazes me the things these bureaus have been allowed to do and with no dire consequences. But yet you will go after other entities that at the hint of breaking the law and shut them down. I petition you to do the same here. To delete my legal name in the request for update to my information is deemed as fraudulent behavior and can be reported to the FTC for that reason alone. This is not catch me if you can type of thing. More so it seems like Make me if you can. But the laws are not being followed nor observed here. Any little small thing they can do to keep from abiding by the FCRA 's laws is what they are appear to be doing. There were two disputes on the dispute letter sent on XX/XX/2022 they honored one but decided they wanted to do the opposite of what I asked on the name update. I'm beyond floored at what you have allowed them to continue to get away with. \n\nI've asked them to do the following : Please update my name to reflect my current legal name as soon as possible to reflect XXXX XXXX XXXX. Credit reporting laws ensure that bureaus report only 100 % accurate credit information. Every step must be taken to assure the information reported is completely accurate and correct. The following information therefore needs to be re-investigated. I have also attached the most recent request asking for my information to updated accurately, correct, efficiently and with the upmost excellence, providing proof of the updated information. \n================================================================ I must say that I am in awe that it appears the when complaints are filed against these CRA 's that they seem to think they can just give some quick response that they will respond directly to the individual filing complaint so they can close the case. Without any consequences or follow-up from the CFPB. It's stated that part of the CFPB 's consumer responsibility is : We aim to make consumer financial markets work for consumers, responsible providers, and the economy as a whole. We protect consumers from unfair, deceptive, or abusive practices and take action against companies that break the law. -- -with that in mind these bureaus should be under more scrutiny than what have been. I've been hearing about how the CFPB will shut-down, file lawsuits, etc, against Credit Repair agencies XXXX credit monitoring agencies, but somehow it seems to fail us when it comes to the CRA 's XXXX I'm baffled at that this behavior is allowed to continue when you're supposed to be in the business of protecting your consumers. \nIn filing a complaint with the CFPB, multiple times, you know that you can just respond and have case closed and so far, CFPB has done nothing to make you obey the laws, so you continue with these stall tactics. CFPB is there to ensure all consumers are being treated fairly and not allow such behavior to continue. You guys will attempt to sue, go after, and put down legal organizations trying to help people make a better life for themselves. Yet you continue to put disparaging information in your reply about credit repair companies because if you can keep inaccurate information on someones file the better for your organization. If youre going to disparage an organization, ensure that its illegal for them to be operating such a business please. \nIn closing, I ask that you, CFPB, make these CRA 's to obey the FCRA 's laws and not just allow them to acknowledge the complaint and then say they'll be in touch with us and close the case only to come back with stall tactics with some bogus explanation about using some credit report agency, which isn't illegal, albeit, I'm doing this myself as you can see I'm very through and long winded here. This make no sense that I have to continue to file complaints when they can just obey the FCRA 's guidelines. It's a well known fact that is easily XXXX, that the CRA 's use these stall tactics which means they are in no way for helping the people at all. I can only pray that you won't be a participant in their process by not continuing to allow them to get away with these actions. The law is the law and they too need to be made to keep it and not disobey/break/ignore it, causing hardship to the consumer. This is unfair and unjust behavior. Please go after them they way you have been going after these credit repair agencies. It's only fair, right??? Treat them all the same, to make them obey the LAWS of FCRA. And clearly they are stalling now that I've asked for them to update my credit report to my current legal name and have provide identification multiple times from the multiple requests I've submitted. \nBut from my research this doesn't appear to be anything new to the industry. The public has been aware of such stall tactics for many years now and now it's still continuing. It's like the laws are there but then when you ask for the laws to be following immediately they work hard to do everything in their power to continue to break the law ... ..I petition you to not allow this behavior to continue. I have sent multiple dispute letters to the CRA and also to CFPB. They apparently don't care if you report them because it seems they think there will be no consequences. It looks really bad to have a reputation to not follow the laws of the FCRA that were put there to supposedly protect the consumers of USA. Please make them update my credit report accurate/efficiently and with excellence, to my current legal name that I've asked them to do multiple times and have submitted the correct supporting documentation for this request. How do you correct one dispute request but then intentionally do the opposite of what was asked of you for the other dispute regarding updating my name? This is not good practice at all in keeping in line with the FCRA 's law/rules/regulations/guidelines. You will see the attachments here showing the most recent dispute letters asking for this to be fixed. They can't lie and say they didn't understand when the dispute letter was/is very clear and to the point and easy to understand and should have been a simple data entry task. But instead they have decided they want to play games and act in an unjust/unfair manner.","date_sent_to_company":"2022-03-24T16:56:22.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"5364230","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2022-03-24T16:26:40.000Z","state":"GA","company_public_response":null,"sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["But <em>instead</em> they have decided they want to play games and act in an unjust/unfair manner."]},"sort":[9.744492,"5364230"]},{"_index":"complaint-public-v1","_id":"3131105","_score":9.72911,"_source":{"product":"Mortgage","complaint_what_happened":"I lost my job, got robbed ( twice ), endured a natural disaster and Wells Fargo took me to court for XXXX. \nMy successful recovery from these major life changing events, events that have crushed hopes, spirits and even caused people to do things that would be deemed unthinkable, has been continuously squashed by the one organization that was desperately trying to rebuild their image, or so I thought. \n\nAfter the unexpected separation from a fourteen-year career in XX/XX/XXXX, new procedures required to re-enter the job market hindered the success of my prompt re-entry into the work force, causing the need to deplete available funds to remain afloat, a valiant effort that I managed for two years that included paying for my mortgage with Wells Fargo. \n\nWhile navigating the stages of grief, and working out payment plans with other creditors, Wells Fargo, whom I kept in the loop regarding my status, offered to review me for a loan modification but wouldnt accept payments during this process stating that it would not be fair to me for them to accept payments if I lost the house to foreclosure. \n\nAfter submitting the required documentation, I received notice that I was denied for a loan modification, because of my ability to afford the payments, but approved for a short sale. My submission didnt qualify for any other options, i.e. forbearance, repayment plan, refinance, etc. \nI did, however, receive a letter from Wells Fargo offering unemployment assistance, but I was told that I didnt qualify for it. \n\nOwning this property, ( my first home ), and obtaining a tenant/lease at the end of XXXX after having to replace the appliances and an HVAC system inadvertently removed by the previous tenants, ( robbery number one ), turned out to be a blessing in disguise as it unfortunately became my primary source of income. \n\nWells Fargo didnt see it that way and told that me that I was receiving funds for the property in the form of a lease and since those funds were designated for the payment of this mortgage then that is what it should be used for. Basically, as far as they were concerned, my hardship didnt exist because my debt with them should be paid accordingly. \n\nI did not accept the short sale offer but because I was still unemployed, I was told that if my financial situation changed, they would review me again for assistance. \nI obtained full time employment in XX/XX/XXXX and proudly reached out to them expecting a life line and was once again denied for a loan modification and approved for a short sale. \n\nAfter this denial, I was thoroughly confused about which end of the financial spectrum I should be on to obtain assistance. \n\nAfter that, Hurricane Irma visited, I was displaced, lost power, and missed work which, on a new job meant no pay. Wells Fargo advised me of the Government Sanctioned Recovery Time and said that they would reach out to me at the end of XXXX to see if I still needed assistance because as they stated in every piece of correspondence, We Are Here to Help. \n\nI wasnt sure what happened, but the comforting sense that they were finally going to work with me at the end of the year, completely disappeared because I was summoned to court on XX/XX/XXXX, where their attorney advised me to get an attorney. \n\nThis traumatic event during the holiday season was highlighted by the receipt of dozens of ads from attorneys advising me that my information was public record and that they could help. I chose an attorney and although they sent another loan modification package at the beginning of XXXX, after submitting it, my assigned Home Preservation Specialist was never available and when I did finally reach her, would not speak with me, even after being given permission to work with me directly by my first attorney, ( which turned out to be the only thing that he did for me ), nor did she ever speak with me even after their attorney confirmed with her that this permission had been granted. \n\nDue to a severe lack of representation/communication, my attorney, at my request, ( robbery number two ), submitted a request to be removed from my case. Until his request could be granted, Wells Fargo said that they still could not speak to me because he was still listed as my legal representative. \n\nIn order to stave off a foreclosure sale date and because of the non-communication, to see if they were still going to help, I once again obtained legal representation. \n\nI went with a larger firm that specialized in foreclosures and loan modifications in three states, who assured me that they had obtained modifications on investment/rental properties held by Wells Fargo previously and that due to their ten-year history of working with them that if they couldnt get a modification worked out then it couldnt be done. \n\nWell now my current ten year history with Wells Fargo legal team has advised me that I am fighting a losing battle because Wells Fargo advised them that after reviewing the loan modification documents, I was still denied due to no change in my financial status and because this property is an investment property, they are not going to assist me and they are well funded enough not to give up, so I should. \nI now challenge them to have Wells Fargo explain why they granted assistance for their previous clients with investment properties and not me. \n\nI am also still not sure why they insist that my financial status hadnt changed because during the two years that I have been requesting assistance, I was unemployed, employed and now, my finances have been reduced again because my tenants chose not to renew their lease, partly because of the two years of continuous foreclosure correspondence that they received.\n\nDue to what appears to be Wells Fargos obvious goal of separating me from my home, I am wary of accepting a new lease. \nNow, my only options for the home that I have had for eighteen years are to obtain a high interest rate loan to pay the lump sum arrears along with their attorney fees, or to sell my home, and at this point, the arrears have been driven up such that a loan with the credit score that Wells Fargo has continued to compromise will be unattainable and, and the sell option will be the only one available.. \n\nPaying attorneys when I could have been paying on my mortgage has also caused me a lot of distress because the reason that they provided for not allowing me to make payments was because they didnt want me to lose money if the foreclosure went through ; this just provided another form of loss instead of allowing me to pay the more than $ 10K, that includes their attorneys fees towards my past due balance. \n\nThis is the second XXXX Holiday that I have spent completely traumatized because Wells Fargo had once again filed a summary judgement against me. Something that my legal team didnt think that they would do because of the holidays. Their case against me will be heard in XXXX. \n\nThis and the hypocrisy of their advertised offers to help first time home buyers but not the ones that currently have homes, especially when the denial is because the owner can afford it, but they wont accept the payments.is unspeakable. \n\nAll of this was a new experience for me as I have never lost a job, never had financial issues, but, I have always heard that Wells Fargo will take your home, that they are the toughest loan servicer to work with, that they are uncaring and unethical, and I am proof that they are not interested in helping their customers. \n\nI find it tragic that they are continually allowed to operate in this disrespectful, un-empathetic, detrimental manner, especially when they received assistance from their customers with their financial difficulties. \n\nAll I wanted was help getting back on track because of a legitimate hardship, and I ended up with another hardship brought on by Wells Fargo I sincerely hope that employees affected by the Government Sanctioned Shutdown do not have mortgages with Wells Fargo, it would be a travesty for them to go through what I have been through.","date_sent_to_company":"2019-01-23T08:53:38.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"34786","tags":null,"has_narrative":true,"complaint_id":"3131105","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2019-01-23T03:22:19.000Z","state":"FL","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["All I wanted was help getting back on track because of a legitimate <em>hardship</em>, and I ended up with another <em>hardship</em> brought on by Wells Fargo I sincerely hope that employees affected by the Government Sanctioned <em>Shutdown</em> do not have mortgages with Wells Fargo, it would be a travesty for them to go through what I have been through."]},"sort":[9.72911,"3131105"]},{"_index":"complaint-public-v1","_id":"5560011","_score":8.480688,"_source":{"product":"Mortgage","complaint_what_happened":"This is a Chronicle of the unethical, and at times illegal, practices of Primary Residential Mortgage, Inc. ( PRMI ) ; including, but not limited to : bullying, harassment, threats, operating with a conflict of interest against client, dual-tracking, and illegally sharing client account information with a third party for financial gain. I will attempt to keep this summary as factual and direct as possible without personal, emotional interjections. \n\nMy wife, C**, and I, XXXX, ( we ) purchased our first home together XX/XX/XXXX for approximately {$93000.00}. It was a Rural Development Loan through PRMI and secured with the United States Department of Agriculture XXXX USDA ) as Guarantor. \n\nShortly after the purchase of our home, our son, ***, was injured severely in a sports incident on XX/XX/XXXX, resulting in emergency XXXXXX/XX/XXXXr. Afterward, his need for 24hr care caused his mother to be unable to return to work and remain with him at home for the duration of his recovery. This was a long and arduous process including much therapy and 2 more surgeries. During this time the increased care for my son and inability for my wife to contribute financially put strain on the household. \n\nOver the following year we continued to make the monthly payments on our mortgage. Due to our finances being stretched, due dates of bills, and the dates of my paydays, we were usually late on our payments, but they were always made ( until XX/XX/XXXX ). \n\nAround XXXX of XXXX we began receiving \" offers '' for a \"XX/XX/XXXXStreamlined Refi '' from a company named XXXX XXXX XXXX XXXX ( XX/XX/XXXX. Since we were running late on our mortgage payments, we had considered it. A \" lower interest rate and lower monthly payment '' sounded good. XXXX contacted us regularly, at least once a month, to attempt to convince us to choose them to refinance our loan. We never considered that they may not have been operating toward our best interests. \n\nAs I previously mentioned, we made our monthly payments on our mortgage. We were contacted each month when the payment was due, and PRMI was aware of the hardship we were encountering. When asking PRMI what we could do to try to alleviate the problem of late payments we were just told to \" try making your payments on time ''. This was never a serious issue until the aforementioned date of XX/XX/XXXX. It was my payday, and I was working XXXX, per my regular shift. I clocked-out from work at approximately XXXX. I drove home and arrived just before XXXX. As soon as I was home, I got online, as I had done each month previously, to make our payment. When I attempted to make the payment online it would not allow me. I tried several times to no avail. It kept giving me a network or account error. I resolved to call customer service Monday, XX/XX/XXXX ; which I did. When I called PRMI on XX/XX/XXXX, I was informed that my account is \" Now in default ''. I explained to them how I had tried to pay it online, but was not allowed to. I was informed that our payment had to be posted \" before XXXX on Friday, XX/XX/XXXX ''. I told them I was unaware of such a policy. They were unwavering. I asked what I would need to do to get our account back in good standing. They said that I would have to make 2 ( two ) payments on our account immediately. I informed them that they knew our situation and that this would be impossible. I asked if I could go ahead and make my XXXX payment and I could find some way to make the XXXX payment before XX/XX/XXXX ( when the account would incur penalties ). I was told that PRMI \" would NOT accept partial payments '' and that we had to make the entire amount of 2 payments ( though we had only \" missed '' ONE ). I told them that if they would not take care of us, I would have to find someone who would help. This was only the beginning of our problems with PRMI. \n\nI had no real plan for what we were going to do to save our home, but I had to do something. So, I contacted XXXX about the mortgage refinance that we had been offered. They told me that they would take care of us and we would not have to make a payment for 90 days, and that would just be added into our refinance. Everything seemed fine until we got a notice from PRMI that our home was now in foreclosure. XXXX was not doing what they claimed to be doing for us. I was able to contact XXXX about what was happening and was told that they had been unable to complete our application, but never gave a clear reason why. I then called PRMI to see what we could do about the issues with our account. I was told it was in foreclosure and we were facing the sale of our property due to being in arrears. I told PRMI about how we had been involved with XXXX for a refi and they had not done what they claimed. I was told that they got that story a lot and that we would just have to deal with things how they were. \n\nI got the amount from PRMI for the account balance to bring it current. I informed them that we could have the money for them next Wednesday. When I called PRMI on Wednesday to pay the balance to cover the arrears, I was told that our account had been referred to the foreclosure attorney on Tuesday, the day before. I told PRMI that they had said we could catch our account up on Wednesday. I was told that we never said we ( PRMI ) werent going to move forward with the foreclosure. I then contacted their Arkansas attorney, XXXX XXXX XXXX XXXX In XXXX XXXX. They informed me that the account hadnt even been processed yet and we may be able to stop the foreclosure. I contacted XXXX again to let them know that I had spoken with the attorneys office and they said I could stop it if the arrears were paid in full. They told me that it was too late and that it had been submitted. I would have to deal with the attorney, now. Of course, we did not have the additional funds to pay for the attorney fees. \n\nI began to search for help to keep our property. I came across a company called XXXX XXXX XXXX offering mediation for foreclosure assistance. XXXX claimed that they would stop the foreclosure and get PRMI to re-evaluate our mortgage agreement. PRMI actually responded positively to the initial contact from XXXX, allowing them to enter negotiations over our account. We began paying XXXX the equivalent of our mortgage payment ( {$700.00} ) each month for their promise to have our mortgage re-evaluated. Then, Covid-19 happened ... and in XX/XX/XXXX our world shut-down. \n\nOver the course of about 4 months we stayed in contact with XX/XX/XXXXbout the status of our acct. They always claimed to be working on it. They never moved forward to get anything done for us. They were just collecting our monthly payments. I began complaining regularly about never having any forward momentum with the case. In XX/XX/XXXX I received notice from XXXX that they had negotiated a forbearance for our account. It seems they didnt realize that I knew it was a newly implemented Federal mandate. I complained about their inability to make any progress with our acct, until a temporary solution was handed to them, that they took credit for. I told them that I was going to contact the Attorney General to let them know what they were doing. I was immediately offered a complete refund of the funds ( equaling {$2800.00} ) that we had paid forXX/XX/XXXX to help. We were now under the mortgage forbearance for our account, allowing us to partially breathe a temporary sigh of relief knowing that we werent losing our home, right then. \n\nI paid close attention to the mandates and how the government was trying to assist the public. I knew that we were only protected by a 90-day forbearance and that we would have to request an extension before it ended. XX/XX/XXXX was the last day to be able to request furthering the forbearance. I emailed PRMI XX/XX/XXXX about our desire to extend the forbearance and that I may be able to even send a payment to keep our account from falling further behind. I thought that we had done all that was needed ( according to Federal guidelines ) to keep our account protected. I then received a letter from PRMI that our forbearance had ended and that the entire account balance was due. I contacted PRMI about the fact that we had requested the forbearance extension. We were told that they werent sure because of the verbiage of my email that was what we wanted since I had said we would try to make a payment also. I told them it was, and according to guidelines, we were still eligible for it. I even sent them a copy of the USDA Guidelines for Government guaranteed loans. They still would not extend the forbearance, and told me that those guidelines did not apply to me ( when they did ), but offered for us to begin the Loss Mitigation ( LM ) process. I felt like we had no other option. I began supplying documents, as requested, to the LM department. \n\nOver the course of the next year, we were constantly harassed by PRMI and their attorney, threatening foreclosure. We would not relent. Each time we would complete the LM process, we were told it was not enough and there would always be another stipulation that we were expected to meet. During this time, I also did some research on PRMI and XXXX. I found that the people I was dealing with in the PRMI LM Dept had ties to the agents at XXXX. XXXX and XXXX XXXX with PRMI, and XXXX and XXXX XXXX with XXXX were connected ( among other people ). I know, in fact, that XXXX XXXX worked with PRMI before his work with XXXX. XXXX started contacting us months before our account was even in default. \n\nDuring the duration of the LM process, I did not feel that we were being handled properly and ethically. I contacted the USDA to ensure that PRMI was operating according to Federal Guidelines for Covid. They were not. The USDA contacted PRMI about adhering to the set guidelines. After that, it seemed PRMIs actions were almost vengeful. They increased the pressure from the foreclosure attorney, and began demanding much more from us for the LM department. \n\nThis added stress prompted me on XX/XX/XXXX to contact XXXX XXXX with the Office of the Attorney General ( Consumer Complaint No. XXXX ), and later the XX/XX/XXXX XXXX XXXX PRMI responded to the AG on XX/XX/XXXX. Of course, PRMI claims their strict adherence to law ( and even denies affiliation with XXXX XXXX XXXX ). I can prove otherwise. \n\nThis brings us to our current situation of still being stuck in their loop of Loss Mitigation. We were still covered by Covid guidelines. But, now, they insist on referring to the hardship from my sons injuries and ignoring USDA standards for Covid relief. This has to stop. \n\nTheir Loss Mitigation \" Hardship Application '' asked for property repairs needed. Our 30yr old HVAC system had recently gone out ( after multiple repairs ) and we have had issues with our septic since we bought the property. We got a verbal quote from XXXX XXXX XXXX for a complete replacement. I listed these things as \" needed repairs '' on our home. They added \" windows '' and \" insulation '' to the list- when we had not mentioned them, because it was how we had purchased the home. Now, our Loss Mitigation application has been \" accepted/approved '', but is \" delayed '' due to these \" repairs being needed ''. We fear they are still doing all they can to take our home instead of help us keep it as the law states.","date_sent_to_company":"2022-05-26T16:12:53.000Z","issue":"Struggling to pay mortgage","sub_product":"Other type of mortgage","zip_code":"72104","tags":null,"has_narrative":true,"complaint_id":"5560011","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PRIMARY RESIDENTIAL MORTGAGE","date_received":"2022-05-14T15:00:19.000Z","state":"AR","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Now, our Loss Mitigation application has been \" accepted/approved '', but is \" delayed '' due to these \" repairs <em>being</em> needed ''. We fear they are still doing all they can to take our home <em>instead</em> of help us keep it as the law states."]},"sort":[8.480688,"5560011"]},{"_index":"complaint-public-v1","_id":"11517702","_score":7.6708546,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"I am writing to file a formal complaint against Hyundai Motor Finance regarding their unfair, deceptive, and abusive practices, which have caused me significant financial and emotional harm. Their actions not only violate my consumer rights but also reflect systemic misconduct that may be affecting other consumers as well. \n\nIn support of my complaint, I would like to refer to the following U.S. Codes that govern unfair, deceptive, and abusive practices within the financial industry : 1. Fair Debt Collection Practices Act ( FDCPA ) - 15 U.S.C. 1692 et seq. \n[ Car Finance Company Name ] 's practices, including misleading payment demands and coercive tactics, may be in violation of the FDCPA. Under this act, debt collectors must provide clear information and refrain from using misleading or threatening tactics in their communications with consumers. The demand for large payments under threat of repossession and confusion about my payment status is in direct violation of these provisions. \n\n\n2. Truth in Lending Act ( TILA ) - 15 U.S.C. 1601 et seq. \nThe failure to provide accurate and transparent information regarding the terms and status of my loan may constitute a violation of the Truth in Lending Act. The act requires clear and complete disclosures of loan terms, including payment options and any penalties.Hyundai Motor Finance has not provided the necessary documentation or full account reconciliation despite my requests. \n\n\n3. Consumer Financial Protection Act ( CFPA ) - 12 U.S.C. 5531 The Consumer Financial Protection Act mandates that financial institutions must refrain from engaging in unfair, deceptive, or abusive practices. I believe Hyundai Motor Finance has violated these provisions by failing to offer assistance when I was facing financial hardship, misrepresenting my payment options, and reporting inaccurate information on my credit files. \n\n\n4. Fair Credit Reporting Act ( FCRA ) - 15 U.S.C. 1681 et seq. \nHyundai Motor Finance 's inaccurate reporting of my loan status across three different credit bureaus, despite my payments, is a violation of the Fair Credit Reporting Act. The FCRA requires that all information provided to credit bureaus be accurate, and I request an investigation into this reporting discrepancy. \n\n\n5. Breach of Contract U.S. Common Law ( General Contract Law ) By failing to work with me in good faith regarding my payment schedule and failing to provide clear documentation about the status of my loan, Hyundai Motor Finance has breached the original terms of our contract. Under U.S. common contract law, a partys failure to honor its contractual obligations constitutes a breach, and I seek the voiding of the charge-off status. \n\nSummary of Issues : 1. Misleading Payment Demands : I was instructed to pay {$3000.00} to retain my vehicle after being informed that it had been charged off. I made a payment of {$1500.00} upfront, followed by {$700.00} shortly thereafter. Despite these payments, I was told to pay an additional {$330.00} to bring my account current. After making all these payments, my account still shows an outstanding balance of {$1000.00} without any explanation or documentation to justify this amount. \n\n2. Failure to Provide Clear Account Reconciliation : Despite my repeated requests, [ Car Finance Company Name ] has failed to provide a clear breakdown of the charges, payments, and the current balance on my account. This lack of transparency has contributed to my confusion and frustration, particularly because I have made consistent efforts to meet the payment requirements. \n\n3. Deceptive Communication Practices : Hyundai Motor Finance claimed they did not have my updated phone number or address on file, despite me providing this information multiple times. Additionally, I did not receive any proactive communication or written notices from the company about my account status, repayment options, or potential solutions to avoid charge-off. \n\n4. Coercive and Abusive Tactics : Representatives from Hyundai Motor Finance frequently demanded large payments under the threat of repossession, even after I made substantial efforts to meet their terms. They created confusion by asking whether I still had possession of the vehicle while simultaneously claiming they wanted to help me retain it. \n\n\nDetails of Phone Calls : On multiple occasions when I called Hyundai Motor Finance, their representatives first asked if I was still in possession of the vehicle before discussing any potential solutions or payment options. This question was always the first thing they asked during the call, even before they provided any clarity on my options to avoid repossession. This tactic not only caused confusion but also felt like a way to pressure me into believing I had limited options, even when I was attempting to make arrangements. \n\n5. Limited Options and Repo Status : Despite showing good faith by making payments of {$800.00} to {$1000.00} every other month, I was continually placed in \" repo status. '' This left me with only one option : pay a large amount immediately or risk losing my car. On multiple occasions, I was forced to give them my last dollars, depriving me of the ability to pay for basic necessities. My landlord was forced to wait for rent payments as I had to prioritize paying Hyundai Motor Finance.Their demand for full payments at once, without offering a payment plan, left me behind in paying my phone, water, internet, and electricity bills. The company could have worked with me on more manageable payment options, such as lower monthly payments or a temporary deferment, but they chose not to, worsening my financial hardship. \n\n6. Violation of Consumer Rights through Forceful Practices : Hyundai Motor Finance not only violated my rights through deceptive tactics but also through forceful methods that put undue pressure on me. The company would consistently place me in a \" repo status '' and demand full payments under the threat of repossession, leaving me no room for reasonable negotiation or payment plans. They forced me into an untenable position, demanding large lump-sum payments while I was struggling financially. These aggressive practices violated my rights by not allowing me the opportunity to recover from my situation or to make payments on terms I could afford. \n\n7. Breach of Contract : Hyundai Motor Finance failed to honor the terms of the original loan agreement by not providing clear and accurate information regarding my options. Although I was making regular payments of {$800.00} to {$1000.00} every other month, they chose not to offer any meaningful assistance, and instead misrepresented my payment requirements. I made a payment of {$1500.00} as requested, which I believe should have been sufficient to prevent the charge-off, but the company refused to work with me, leading to a breach of contract. As a result, my account was wrongfully charged off, and the breach of contract should nullify this charge-off status. \n\n8. Taxable Charge-Off at Year-End ( Violation of Tax Law and Financial Regulations ) : It appears that Hyundai Motor Finance may have charged off my account at the end of the year in order to use this for tax purposes. This practice appears to be a strategy to recover financial losses by writing off the debt as a taxable income at year-end while still attempting to recover the funds through continued collection efforts. The company is likely using this charge-off to create a tax benefit for themselves by reducing their taxable income for the year, which is a direct financial gain. This tactic is not only a financial disservice to me but could be affecting other consumers who may be unknowingly caught in this same cycle. The company 's decision to charge off the account without offering reasonable alternatives, such as lower payments or deferment, likely resulted in unnecessary financial distress, which should be investigated. \n\n\n9. Negative Impact on My Credit : The charge-off status of my account has caused significant damage to my credit. It has negatively impacted my credit score across three different credit bureaus, each reporting different information about my account. This inconsistency in reporting has made it extremely difficult for me to obtain financing for personal and business needs. \n\nImpact on Me : During this period, I faced severe financial hardships, including a period of homelessness, while working to repair and secure a new home. These personal challenges were made worse by Hyundai Motor Finances failure to assist me in good faith, exacerbating my emotional distress and further damaging my credit. The companys refusal to work with me despite my best efforts to resolve the situation has had lasting effects on my financial stability and my ability to secure future financing. \n\nRequest for Assistance : I am seeking the CFPBs assistance in holding Hyundai Motor Finance accountable and ensuring they take the following actions : 1. Remove the Charge-Off Status : I request the charge-off be removed from my credit reports, as the companys deceptive and uncooperative actions directly contributed to the charge-off. I believe the payments I made, including the {$1500.00}, should have been sufficient to prevent the charge-off. \n\n\n2. Provide a Full Account Reconciliation : Hyundai Motor Finance should provide a full, itemized reconciliation of my account, including all payments, charges, penalties, and the current balance, as well as any discrepancies in their reporting. \n\n3. Compensation for Damaged Credit and Emotional Distress : I am requesting compensation for the financial harm and emotional distress caused by the damage to my credit and the unnecessary stress caused by their unfair practices. \n\n\n4. Address Breach of Contract : I am requesting that the breach of contract be acknowledged, and that the charge-off be reversed as a result of their failure to honor the original agreement. \n\n5. Investigate Taxable Charge-Off Practices : I ask the CFPB to investigate Hyundai Motor Finances practice of charging off the account at year-end for tax purposes, as this may constitute a violation of tax and financial reporting laws and could be negatively impacting multiple consumers. \n\n6. Offer Payment Options and Deferment : I request that Hyundai Motor Finance be required to offer more reasonable options for repayment, such as lower monthly payments, payment deferments, or other flexible plans that allow consumers to keep their vehicles while also managing their financial hardships. \n\n7. Consider a Class Action Lawsuit and Further Action : Given the nature of these systemic practices, I am considering a class action lawsuit to hold Hyundai Motor Finance accountable for their actions. I will not stop until a resolution is reached, and I am willing to take whatever legal steps are necessary to ensure that these unlawful practices cease, even if it means pursuing a legal remedy that leads to the shutdown of the company itself if warranted. If other consumers are similarly affected by these tactics, I will explore legal avenues to ensure justice is served. \n\n\nThank you for your attention to this matter. I trust the CFPB will investigate these issues and take the necessary steps to protect consumers like myself from further harm. \n\nSincerely, XXXX XXXX All calls are record...","date_sent_to_company":"2025-01-15T04:13:32.000Z","issue":"Managing the loan or lease","sub_product":"Loan","zip_code":"507XX","tags":null,"has_narrative":true,"complaint_id":"11517702","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"HYUNDAI CAPITAL AMERICA","date_received":"2025-01-15T02:21:25.000Z","state":"IA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Billing problem"},"highlight":{"complaint_what_happened":["Offer Payment Options and Deferment : I request that Hyundai Motor Finance be required to offer more reasonable options for repayment, such as lower monthly payments, payment deferments, or other flexible plans that <em>allow</em> consumers to keep their vehicles while also managing their financial <em>hardships</em>. \n\n7."]},"sort":[7.6708546,"11517702"]},{"_index":"complaint-public-v1","_id":"4619107","_score":7.406161,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"Hello, I am writing to address a concern I have with your bank and your employee. I purchased a vehicle in XX/XX/XXXX and received a vehicle loan from your bank. At the time I was XXXX XXXX  and business was awesome. I made my payments on time until my business reached a financial situation. I then sent my son to college in XX/XX/XXXX in which I had to pay an extensive amount of money out of pocket. During these times I would occasionally speak with XXXX XXXX. Whenever I was late I would speak to her to let her know of my financial situation. In XX/XX/XXXX, I decided to file for bankruptcy, which I listed NCSECU as one of my debtors. In XX/XX/XXXX I made the decision to XXXXXXXX my XXXX. I was going through the bankruptcy for a number of months until I decided to get it XXXX in XX/XX/XXXX. During this time I called SECU several times asking if I could make payments, however I was told each time that I could not due to the bankruptcy still showing. In XX/XX/XXXX, during Covid shutdown, XXXX called about my payments. She threatened to repossess my vehicle if I didn't pay {$2900.00}. I tried to explain to her that I was in a bankruptcy during that time. She did not give me any options as to this payment. It was as if she did not care about my situation. She taunted me because in her mind I did not have the {$2900.00} and she was sure that she would be taking my vehicle. Even during this time of our conversation, she threatened that if I didn't have the payment made by a certain time ( ex : XXXX ) that she would put in the order for repossession. I asked her for empathy because I wasn't working due to Covid, she provided nothing. I had a son in college and the only way I could get him home from school was my vehicle so I pulled the {$2900.00} from a bank account that I did not have with NCSECU. The reason I don't keep money within your bank anymore is because my son had a XXXX XXXX account with you all and there was money in his account, and XXXX pulled that money from a child 's bank account. I had never been so disgusted with a woman ever. How do you do that to a child who works at XXXX XXXX to pay for college. \n\nFast forward to this week, my car was repossesed on last week. I completely forgot the payment. Instead of getting a phone call, I get a repo. I spoke with XXXX and she helped me resolve the issue. I was told that I could not pay a partial amount that I would need to pay the vehicle off in full or I would not be allowed to get my car back. Well again, I went into my bank account that is not with NCSECU to make this payment. This was money that was supposed to be used to send my son to college next week. \n\nHere is my issue with XXXX XXXX. Each time I've spoken with her on the phone she is very rude and nasty with me. I've told her this myself several times and even asked her why does she have to speak with me in this deameanor. I don't deserve any of this. When I went out of work due to Covid in XXXX, I told her. Every time after that when my payments were behind, I told her. My son returned from college due to cover and now my home bills increased, I told her. I had no money coming into my household, I told her. Not once was I offered any repayment options. Please look into my notes and see I was not offered refinancing, a modification, an extension, any type of Covid payment options, forbearance, nothing. My mortgage even offered me a forbearance. Why did NCSECU not offer me any type of assistance during Covid, seeing that I am still unemployed. There are no direct deposits coming to your bank. I advised XXXX of every situation I have ever sustained and not once did she offer me any assistance and especially not during Covid. \n\nWhen I paid hat {$7400.00} payment for my vehicle it was a relief. A relief that I no longer have to deal with rude and mean XXXX again. It was a relief that I don't have to get a nasty phone call from someone that works for your company but expresses no empathy for their customers. I didn't ask for sympathy, what I ask for is empathy. Empathy for a customer who has had several accounts with you for years, started my son 's bank account that I no longer keep money in for him. My mother got my account with SECU when I was XXXX years old and I am XXXX now. My grandmother, aunts, uncle, all have accounts with your bank. Why am I being treated so rudely and not even offered any options that would help my financial situation and allow me to feel some relief as I try to get back on my feet. XXXX XXXX who is my mortgage company offered me many options. My utility bills offered me options. My credit card company offered me options. State Employees Credit Union offered me nothing. \n\nXXXX was wonderful. She saw in my notes that I was never offered anything and stated that I should have. She was patient with me during the process of getting my vehicle and even made calls herself with the repo facility. She offered me reimbursement on my XXXX ride to XXXX to get my vehicle and also made sure I didn't have any out of pocket storage fees. If I had XXXX during my loan process, I am sure my last 4.5 years would have been much better. So thank you XXXX for your sincerity. \n\nI would hope that you look into the clients files that XXXX XXXX has and see how diverse they are. Is she offering her clients options that are available to them. What race of clients does she provide these options to and which does she not. Which age group does she provide these options to and which does she not. Which household median does she provide these options to and which does she not. These are things that need to be evaluated of your employee. I am sure I am not the only customer that has faced these things with XXXX, however I may be the first to reach out. A thorough evaluation needs to be done of XXXX, and although I'm sure your company does yearly standard evaluations, there should be a complete investigation done of all client files. \n\nHad I not been stressed with a business, a son going to college, XXXX a XXXX, and then Covid, maybe I would have thought to send this email sooner. Your employee should have also offered me options the moment I expressed to her my hardship. I have been treated very unfairly. And to XXXX, thank you for forcing me to pay my vehicle off because I no longer have to deal with your harassment and an employee who does not care about their customers. \n\nSincerely, XXXX XXXX","date_sent_to_company":"2021-08-10T18:56:21.000Z","issue":"Struggling to pay your loan","sub_product":"Loan","zip_code":"27610","tags":null,"has_narrative":true,"complaint_id":"4619107","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"STATE EMPLOYEES CREDIT UNION","date_received":"2021-08-10T18:51:01.000Z","state":"NC","company_public_response":null,"sub_issue":"Denied request to lower payments"},"highlight":{"complaint_what_happened":["<em>Instead</em> of getting a phone call, I get a repo. I spoke with XXXX and she helped me resolve the issue. I was told that I could not pay a partial amount that I would need to pay the vehicle off in full or I would not be <em>allowed</em> to get my car back. Well again, I went into my bank account that is not with NCSECU to make this payment. This was money that was supposed to be used to send my son to college next week. \n\nHere is my issue with XXXX XXXX."]},"sort":[7.406161,"4619107"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":11,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":11}]}},"product":{"doc_count":11,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Mortgage","doc_count":4,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":2},{"key":"FHA mortgage","doc_count":1},{"key":"Other type of mortgage","doc_count":1}]}},{"key":"Vehicle loan or lease","doc_count":3,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Loan","doc_count":2},{"key":"Lease","doc_count":1}]}},{"key":"Credit 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