{"took":122,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":9603,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"2100406","_score":11.798425,"_source":{"product":"Mortgage","complaint_what_happened":"Nationstar Mortgage in XXXX, Texas extended an offer to give me a Loan Modification. I accepted this offer. I was current on my mortgage when the process began. The letter they sent said the trial period was 4 months long. The letter said if I sent more money than the trial amount it COULD ( NOT WOULD ) affect the trial. I was never told it would cancel the trial. They extended the trial by a month, did n't tell me. Cancelled the trial, without a letter. Sent me a letter telling me I 'm late on my mortgage now by {$2600.00}. ( I was current before the trial began ). Now I 'm in danger of losing my house. They are blaming the government for this. Saying it 's all because I sent {$25.00}. extra instead of the exact amount.","date_sent_to_company":"2016-09-07T22:57:54.000Z","issue":"Loan modification,collection,foreclosure","sub_product":"Other mortgage","zip_code":"76502","tags":null,"has_narrative":true,"complaint_id":"2100406","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NATIONSTAR MORTGAGE LLC","date_received":"2016-09-07T22:57:54.000Z","state":"TX","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["The letter they sent said the <em>trial</em> period was 4 months long. The letter said if I sent more money than the <em>trial</em> amount it COULD ( NOT WOULD ) affect the <em>trial</em>. I was never told it would cancel the <em>trial</em>. They extended the <em>trial</em> by a month, did n't tell me. Cancelled the <em>trial</em>, without a letter. Sent me a letter telling me I 'm late on my mortgage now by {$2600.00}. ( I was current before the <em>trial</em> began ). Now I 'm in danger of losing my house. They are blaming the government for this."]},"sort":[11.798425,"2100406"]},{"_index":"complaint-public-v1","_id":"7924246","_score":11.771849,"_source":{"product":"Mortgage","complaint_what_happened":"Received Trial modification papers XXXXXX/XX/2023 by mail. Trial has XXXX payments of {$510.00} XXXX trial payment due XXXX XXXXXX/XX/2023. XXXX trial payment was made by XXXX amount {$510.00}. There is a foreclosure sale date for my house XXXXXX/XX/2023 even though I received trial documents in the mail. I read this is dual tracking please help. Dont want my house to be sold in foreclosure sale","date_sent_to_company":"2023-12-12T17:52:18.000Z","issue":"Struggling to pay mortgage","sub_product":"FHA mortgage","zip_code":"38111","tags":"Older American","has_narrative":true,"complaint_id":"7924246","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Ocwen Financial Corporation","date_received":"2023-11-29T20:12:28.000Z","state":"TN","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"An existing modification, forbearance plan, short sale, or other loss mitigation relief"},"highlight":{"complaint_what_happened":["Received <em>Trial</em> modification papers XXXXXX/XX/2023 by mail. <em>Trial</em> has XXXX payments of {$510.00} XXXX <em>trial</em> payment due XXXX XXXXXX/XX/2023. XXXX <em>trial</em> payment was made by XXXX amount {$510.00}. There is a foreclosure sale date for my house XXXXXX/XX/2023 even though I received <em>trial</em> documents in the mail. I read this is dual tracking please help. Dont want my house to be sold in foreclosure sale"]},"sort":[11.771849,"7924246"]},{"_index":"complaint-public-v1","_id":"6716275","_score":11.707506,"_source":{"product":"Mortgage","complaint_what_happened":"Not converting trial my modifications into permanent loans Most loan modifications begin with a three-month trial period. As long as I makd timely payments during that trial period, the loan modification is supposed to be converted into a permanent loan modification. Servicer failed to convert my trial periods into permanent modifications.Billed me out side the XXXX the entire modification process, although I was given a trial payment which I fulfilled the agreement.","date_sent_to_company":"2023-03-18T12:08:00.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"34953","tags":null,"has_narrative":true,"complaint_id":"6716275","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CARDINAL FINANCIAL COMPANY, LIMITED PARTNERSHIP","date_received":"2023-03-18T11:40:56.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Not converting <em>trial</em> my modifications into permanent loans Most loan modifications begin with a three-month <em>trial</em> period. As long as I makd timely payments during that <em>trial</em> period, the loan modification is supposed to be converted into a permanent loan modification. Servicer failed to convert my <em>trial</em> periods into permanent modifications.Billed me out side the XXXX the entire modification process, although I was given a <em>trial</em> payment which I fulfilled the agreement."]},"sort":[11.707506,"6716275"]},{"_index":"complaint-public-v1","_id":"20068132","_score":11.680036,"_source":{"product":"Mortgage","complaint_what_happened":"I am submitting this complaint regarding the credit reporting of my mortgage loan serviced by Selene XXXX XXXX during a trial loan modification period. \nIn XX/XX/XXXX I applied for mortgage assistance and was approved for a trial modification plan. Under the terms of the trial modification, I made all required trial payments exactly as instructed by Selene. \nThe trial payments were {$1600.00} per month from XX/XX/XXXX through XX/XX/XXXX. These payments were made on time and in the amounts required by the trial modification agreement. \nThe permanent loan modification was successfully completed on XX/XX/XXXX. Selene reported the account as current beginning XX/XX/XXXX, and the loan has remained current since that time. \nDespite my full compliance with the trial modification and successful completion of the permanent modification, Selene reported the account as delinquent during the trial modification period because the trial payments were lower than the original contractual payment amount. \nI disputed the credit reporting with the credit bureaus and contacted Selene directly. I also submitted a goodwill request asking Selene to consider adjusting or suppressing the delinquency reporting associated with the trial modification period so that my credit report reflects the successful resolution of the hardship.\n\nSelene responded that the reporting was accurate and stated that they do not have discretion to modify or re-age accurate historical credit reporting, even after successful completion of a modification. \nWhile Selene acknowledges that I complied with the trial plan, completed the permanent modification, and have kept the loan current since XX/XX/XXXX, they have refused to consider any discretionary adjustment to the credit reporting tied to the trial modification period. \nThe delinquency entries exist solely because I followed Selenes instructions and participated in the loss mitigation process they offered. I did not stop paying the loan or abandon my obligations. I applied for assistance, made the required payments, and successfully resolved the hardship through the modification. \nI am requesting CFPB review of Selenes refusal to consider adjusting or suppressing the trial-period credit reporting so that my credit report reflects the successful completion of the loan modification and the current good standing of the account.","date_sent_to_company":"2026-03-07T18:25:28.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Conventional home mortgage","zip_code":"198XX","tags":null,"has_narrative":true,"complaint_id":"20068132","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Selene Holdings LLC","date_received":"2026-03-07T18:12:51.000Z","state":"DE","company_public_response":null,"sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["I am submitting this complaint regarding the credit reporting of my mortgage loan serviced by Selene XXXX XXXX during a <em>trial</em> loan modification period. \nIn XX/XX/XXXX I applied for mortgage assistance and was approved for a <em>trial</em> modification plan. Under the terms of the <em>trial</em> modification, I made all required <em>trial</em> payments exactly as instructed by Selene. \nThe <em>trial</em> payments were {$1600.00} per month from XX/XX/XXXX through XX/XX/XXXX."]},"sort":[11.680036,"20068132"]},{"_index":"complaint-public-v1","_id":"4370364","_score":11.649836,"_source":{"product":"Mortgage","complaint_what_happened":"Hello, I am having issues Flagstar Bank performing a Loan Modification on my loan following a forbearance period resulting from Covid Pandemic impacts on my income. \n\nI received my first trial plan dated XX/XX/2021. The modification terms did not make sense to me as the estimated new payment appeared to have included a higher principle amount which was not disclosed in Mod Doc Trial Plan. I had called about this multiple times and requested an amortization schedule of payments for the loan to include new proposed principle and interest amounts for loan mod doc which Flagstar was unable to provide and claimed this would not be provided until trial plan was complete. \n\nWith Trial Plan timeline nearing expiration I signed and uploaded in fear of foreclosure. This Trial Plan was signed and uploaded to my Flagstar portal on XX/XX/2021 before the XX/XX/2021 timeline provided on Trial Plan. \n\nI called later on XX/XX/2021 around XXXX XXXX XXXX  to make first XXXX trial plan payment of {$1000.00}. While on the call with the XXXX  I was advised their system showed payment was due XX/XX/XXXX and NOT XX/XX/XXXX which was detailed in my Trial Plan sent by mail. I was then placed on brief hold for XXXX  to reach out to underwriter and later XXXX confirmed per underwriter that the trial plan I had signed and uploaded would be honored, but to make the payment in the month of XXXX to avoid confusion. \n\nA few days after call, I received a new trial plan agreement in the mail that was dated XX/XX/2021 which detailed a new trial plan payment of {$1000.00} with trial plan payments beginning XX/XX/XXXX which conflicted with what was told on previous call that underwriter would honor my First Trial Plan which was signed and uploaded in a timely fashion. \n\nI called XX/XX/2021 at XXXX XXXX XXXX  to then make first payment for XXXX detailed in 1st trial plan. While on call I was notified that trial plan would not be honored and that a mistake was made on trial plan form. \n\nWith the conflicting messages received, I then proceeded to fill out an appeal form on 2nd trial plan and uploaded to Flagstar portal on XX/XX/2021 which was within the time constraints listed on Appeal Section in Trial Plan of Within 14 Business days of dated letter which was again XX/XX/2021. Appeal Form detailed that I would receive a written decision within 30 calendar days of Appeal. It is now XX/XX/2021 and I have still not received a decision. \n\nIn an effort to be proactive I had called multiple times in XXXX to check on status of appeal and to ensure it was uploaded in correct place as this was detailed very vaguely on Trial Plan paperwork. I was advised that appeal process had up to 30 days. \n\nI called again XX/XX/2021 at XXXX XXXX XXXX and was very frustrated at this point as tomorrow would be XX/XX/XXXX and I was ready and able to make payment of {$1000.00} on signed and mutually agreed 1st Trial Plan. While on call with XXXX it rose to escalations where I was initially told there was no appeal and that my appeal would not alter the outcome and that 2nd Trial plan would ultimately be the only trial plan provided to me. \n\nWith fear of prolonging any further without knowing what was going to happen I had agreed to the new conditions of 2nd Trial Plan, but requested that newly dated 2nd trial plan be sent out as the Sign and Return section was now out of date as XX/XX/2021 was the deadline. Escalations confirmed with underwrite and I that this would be done and that I would receive newly dated 2nd Trial plan in mail in a few days. Flagstar Escalations also mentioned on the call not to worry about XX/XX/XXXX payment as there was a 15 day grace period and that as long as my payment was sent in by XX/XX/2021 I would be current and not penalized. Days passed and no newly dated Trial Plan was received in mail. \n\nI called XX/XX/2021 at XXXX XXXX XXXX  to check on status and was told by Flagstar XXXX there was nothing on their end showing a trial plan sent out and that one would be sent out and to expect in mail in a few days. Again days passed and no Trial Plan received in mail. \n\nI had called again XX/XX/2021 at XXXX XXXX XXXX  to find out where Trial Plan was at as now I was nearing XX/XX/XXXX payment deadline for 2nd trial plan. XXXX advised again that nothing was shown as sent out and that they could send it out again. I had mentioned XX/XX/XXXX deadline and that I needed the Trial Plan right away. I was then advised by XXXX to sign and uploaded outdated 2nd trial agreement plan and that this was okay even if past the sign and return timeline listed on form. I asked XXXX to verify this as I was already getting conflicting messages from Flagstar. Same XXXX called me back at XX/XX/2021 at XXXX XXXX XXXX  after confirming with supervisor that this would be acceptable. While on that call I made my first payment for XXXX trial plan of {$1000.00} and received confirmation number. \n\nAbout an hour later at XXXX XXXX XXXX  I received a call from Flagstar about missed payments and reiterated that I had just paid an provided the confirmation number to Flagstar representative. \n\nIt is also important to note that during this process I never talked to the same XXXX twice, and when I tried to leave messages for my Assigned XXXX I had never received a call back. This has been a very frustrating process with a severe lack of clear and concise communication with unclear documents and ill-advised information.","date_sent_to_company":"2021-05-12T14:43:45.000Z","issue":"Struggling to pay mortgage","sub_product":"VA mortgage","zip_code":"28451","tags":"Servicemember","has_narrative":true,"complaint_id":"4370364","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Flagstar Bank, N.A.","date_received":"2021-05-12T12:15:31.000Z","state":"NC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["A few days after call, I received a new <em>trial</em> plan agreement in the mail that was dated XX/XX/2021 which detailed a new <em>trial</em> plan payment of {$1000.00} with <em>trial</em> plan payments beginning XX/XX/XXXX which conflicted with what was told on previous call that underwriter would honor my First <em>Trial</em> Plan which was signed and uploaded in a timely fashion. \n\nI called XX/XX/2021 at XXXX XXXX XXXX  to then make first payment for XXXX detailed in 1st <em>trial</em> plan."]},"sort":[11.649836,"4370364"]},{"_index":"complaint-public-v1","_id":"2438688","_score":11.589461,"_source":{"product":"Mortgage","complaint_what_happened":"We applied for a loan modification with ShellPoint mortgage. We were approved for trial payments. Three ( 3 ) trial payments. We sent the trial payments an we were sent the final loan modification agreement. We sent it back Shellpoint claimed they never received it. \nThey sent us another agreement we sent it back but they would not not accept it unless we gave them 8 more trial payments that totaled on {$20000.00}. We were on trial payments with XXXX 5 different times and each time we paid the trial payments and nver received a loan modification. Now they are foreclosing on our home with a sale date of XX/XX/2017.","date_sent_to_company":"2017-04-17T19:35:37.000Z","issue":"Loan modification,collection,foreclosure","sub_product":"Conventional adjustable mortgage (ARM)","zip_code":"11704","tags":null,"has_narrative":true,"complaint_id":"2438688","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2017-04-17T19:35:36.000Z","state":"NY","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["We were approved for <em>trial</em> payments. Three ( 3 ) <em>trial</em> payments. We sent the <em>trial</em> payments an we were sent the final loan modification agreement. We sent it back Shellpoint claimed they never received it. \nThey sent us another agreement we sent it back but they would not not accept it unless we gave them 8 more <em>trial</em> payments that totaled on {$20000.00}. We were on <em>trial</em> payments with XXXX 5 different times and each time we paid the <em>trial</em> payments and nver received a loan modification."]},"sort":[11.589461,"2438688"]},{"_index":"complaint-public-v1","_id":"6027531","_score":11.549952,"_source":{"product":"Mortgage","complaint_what_happened":"I am a HUD Certified Counselor working with a borrower. She has a Fannie Mae loan serviced by Freedom Mortgage. She had a hardship and applied for assistance. She was approved for a Trial Plan in XX/XX/XXXX. She reached out to our agency in XXXX for assistance and to understand her options and I learned of this trial offer that started in XXXX. I advised that she call in immediately to see if she could still accept the trial, as the paperwork stated that she could make payments within the month it is due, and this was XX/XX/XXXX and the first trial payment was due in XX/XX/XXXX. She called Freedom mortgage and they accepted her into the trial and took her payment. She called on XX/XX/XXXX and made her 2nd of 3 trial payments and the rep confirmed that she was on the trial and this was her second payment and she just needed to make one more and she would be sent modification documents. She received a new trial offer ( with a higher interest rate and payment ) in the beginning of XXXX and called Freedom on XX/XX/XXXX and tried to make her 3rd payment on the original trial and was told she had to accept the new trial and make her first payment in XXXX. She called me confused and I called Freedom and was told that she denied the trial offer back in XXXX and it was closed out, although borrower does not recall denying it. I began trying to resolve this through an escalation contact, because the time to tell this borrower that she had denied the offer and it was closed out, was before they accepted her into the trial and accepted her payment TWICE. They had the opportunity to tell her this in XXXX and XXXX, but they accepted her onto this trial and took 2 payments, so that opportunity to tell her the offer was closed out was long past. This contact, XXXX XXXX, listened and agreed that the original trial should be honored and said she would send it up for review. She called me on XX/XX/XXXX and told me initially that the review determined that she denied the offer and the new offer was all there was for an option. I reiterated that they told her she was on the trial and took 2 payments, and XXXX agreed that they missed that point during the review and that she was going to fight for what was right, to honor that first trial. XXXX told me to wait on advising client about making the final payment until she could send for another review. I NEVER heard back from her again and have left 4 messages. This has been dropped by Freedom and no one can give me any answers and now XXXX is denying that I have even left any messages. It is highly unprofessional and this client has held up her end of the bargain and has made all 3 trial payments and Freedom is not honoring their end of the bargain. I never file these complaints on behalf of my clients, but due to the egregious lack of follow up and untruthfulness of their escalation contact, I feel I have to report this. The borrower will also be filing a report.","date_sent_to_company":"2022-09-28T19:06:28.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"55379","tags":null,"has_narrative":true,"complaint_id":"6027531","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Freedom Mortgage Company","date_received":"2022-09-28T18:30:29.000Z","state":"MN","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":["She was approved for a <em>Trial</em> Plan in XX/XX/XXXX. She reached out to our agency in XXXX for assistance and to understand her options and I learned of this <em>trial</em> offer that started in XXXX. I advised that she call in immediately to see if she could still accept the <em>trial</em>, as the paperwork stated that she could make payments within the month it is due, and this was XX/XX/XXXX and the first <em>trial</em> payment was due in XX/XX/XXXX."]},"sort":[11.549952,"6027531"]},{"_index":"complaint-public-v1","_id":"6717735","_score":11.530615,"_source":{"product":"Mortgage","complaint_what_happened":"I was denied for a Home Retention Option due to the fact my investor does not participate in a loan modification program. XX/XX/2022, I was approved for a Trial Plan Modification. In the trial agreement it stated that I had the ability to Appeal the trial plan within the deadline. The reason I appealed the trial plan modification was because I felt there was financial information that was misunderstood that lead to a substantial increase in my payment. I spoke with a Mr. Cooper representative that advised that if we wanted our trial plan reviewed a second time to submit proper documentation and they would consider it and that the Trial Plan would not be compromised. They also stated that if my appeal was denied that we would be granted to opportunity to meet the initial trial plan offered. We went through the appeals process and Mr. Cooper acknowledged that it would take 30 days for the appeal review to be completed. XXXX XXXX XXXX we were advised that the appeal process was reviewed and that no changes were going to be made to the trial plan approval. I was also advised that the trial plan was removed before the appeal review was completed due to the fact that we did not make the trial payments even though we were told that we were not required to while in appeal review. The rep also stated that we should have been afforded the opportunity to make all trial payments but because it was already removed, that we simply just needed to re-apply. Without hesitation, we followed the representatives request to have the trial plan reactivated so that we can perform on the plan. Several submissions where sent to Mr. Coopers modification department to only be turned down over and over again with the most recent reason that my investor does not participate. \n\nI am not requesting nor do I need a reduction in my payment. I simply need an opportunity to retain my home. My financial information supports the ability to not only afford my current payment, but also an increased payment which would be clearly warranted and financially supported. I am requesting that the trial plan offered XX/XX/2022 is presented as we did everything that Mr. Cooper expected not realizing that exercising the right to appeal in the Trial Plan Approval would led me down a path to no opportunity to maintain my home. We were also impacted by COVID and despite advising of this, we were not granted or offered any relief.","date_sent_to_company":"2023-03-19T23:37:05.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"903XX","tags":"Older American","has_narrative":true,"complaint_id":"6717735","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2023-03-19T23:23:43.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["XX/XX/2022, I was approved for a <em>Trial</em> Plan Modification. In the <em>trial</em> agreement it stated that I had the ability to Appeal the <em>trial</em> plan within the deadline. The reason I appealed the <em>trial</em> plan modification was because I felt there was financial information that was misunderstood that lead to a substantial increase in my payment. I spoke with a Mr."]},"sort":[11.530615,"6717735"]},{"_index":"complaint-public-v1","_id":"3343757","_score":11.525707,"_source":{"product":"Mortgage","complaint_what_happened":"Attached correspondence is modifications trial documents received from XXXX XXXX XXXX XXXX and Rushmore Loan Management. I made the 3 trial payments to XXXX XXXX XXXX upon 3rd trial payment clearing my bank, my mortgage servicer changed to Rushmore Loan Servicing. Received letter servicer changed, letter from foreclosure attorney stating my home was set for property foreclosure sale. Rushmore didn't honor trial modification with XXXX XXXX XXXX and didn't apply 3 trial payments that cleared my bank. Rushmore Mortgage sent another Trial Agreement, trial payments with Rushmore increased by $XXXX and the interest rate adjust out. My interest rate is at approx. 10.00 percent.  XXXX XXXX XXXX   final modification agreement was never received. My account was assigned to XXXX XXXX at Rushmore, I feel Rushmore is attempting to take advantage of me and set me up to lose my homes,they have not followed servicing guidelines for Consumer Protection. Please assist me with mortgage assistance.","date_sent_to_company":"2019-08-16T19:35:20.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"38018","tags":null,"has_narrative":true,"complaint_id":"3343757","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"RUSHMORE LOAN MANAGEMENT SERVICES LLC","date_received":"2019-08-16T17:51:29.000Z","state":"TN","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Rushmore didn't honor <em>trial</em> modification with XXXX XXXX XXXX and didn't apply 3 <em>trial</em> payments that cleared my bank. Rushmore Mortgage sent another <em>Trial</em> Agreement, <em>trial</em> payments with Rushmore increased by $XXXX and the interest rate adjust out. My interest rate is at approx. 10.00 percent.  XXXX XXXX XXXX   final modification agreement was never received."]},"sort":[11.525707,"3343757"]},{"_index":"complaint-public-v1","_id":"19740404","_score":11.517304,"_source":{"product":"Mortgage","complaint_what_happened":"I entered into a XXXX-month Trial Payment Plan with U.S. Bank in connection with a loan modification review. \n\nI successfully made all three required trial payments as follows : XXXX trial payment paid on XX/XX/XXXX through the U.S. Bank app and applied to the XXXX installment. \nXXXX trial payment paid on XX/XX/XXXX. \nXXXX trial payment paid on XX/XX/XXXX. \n\nAll payments were made in the correct amount, cleared my bank, and were applied to my mortgage account in U.S. Banks online portal. \n\nAfter completing the trial plan, I was informed that final modification documents were being prepared and would be sent to me. \n\nHowever, I subsequently received a written denial letter stating the reason was Missed Trial Payment. \n\nThis is incorrect. No trial payment was missed. The XXXX payment was paid early and applied to my account. The XXXX and XXXX payments were paid on the first day of the month due. \n\nU.S. Bank accepted and retained all funds. Their online system showed the payments as applied. \n\nI believe this denial is the result of a servicing error or misapplication of payments. \n\nI am requesting : XXXX. Immediate correction of the alleged servicing error. \nXXXX. Reinstatement of my approved loan modification. \nXXXX. Written explanation of how each trial payment was applied. \nXXXX. Confirmation that no foreclosure action will proceed while this error is under review. \n\nAfter receiving the denial, my online mortgage account was placed in read-only status and I no longer have access to my full payment history. Prior to this restriction, the trial payments showed as applied in the portal. I still have email confirmation stating that my trial plan was successfully completed and that final modification documents were being prepared. I am concerned that my payment history is being misrepresented or improperly reversed.","date_sent_to_company":"2026-02-24T16:19:00.000Z","issue":"Struggling to pay mortgage","sub_product":"FHA mortgage","zip_code":"74012","tags":null,"has_narrative":true,"complaint_id":"19740404","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2026-02-24T16:05:31.000Z","state":"OK","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 entered into a XXXX-month <em>Trial</em> Payment Plan with U.S. Bank in connection with a loan modification review. \n\nI successfully made all three required <em>trial</em> payments as follows : XXXX <em>trial</em> payment paid on XX/XX/XXXX through the U.S. Bank app and applied to the XXXX installment. \nXXXX <em>trial</em> payment paid on XX/XX/XXXX. \nXXXX <em>trial</em> payment paid on XX/XX/XXXX. \n\nAll payments were made in the correct amount, cleared my bank, and were applied to my mortgage account in U.S. Banks online portal."]},"sort":[11.517304,"19740404"]},{"_index":"complaint-public-v1","_id":"8268401","_score":11.509588,"_source":{"product":"Debt collection","complaint_what_happened":"Based on my credit report the account was falsely opened in 2021 at XXXX. The only interaction that I had with this club was a free trial. To acquire a free trial I had to provide first name last name and Identification and sign for the trial, this was explained to me by the front desk person at the time. \n\nI never agreed, or signed any binding contract beyond a trial basis. \n\nThe company Allied is now collecting for a debt that I simply was not aware i ever acquired and says that it is for XXXX XXXX month term. total amount owed was XXXX I have never made and payments towards this balance because I was under the impression it was only a trail. I had decided that the XXXX wasn't for me after XXXX day trial and i didn't want to sign up for a membership. \n\nThis account was opened on false pretenses of a trial and was a bait and switch situation. I was mislead in the trail and now they are repotting to my credit","date_sent_to_company":"2024-02-01T20:06:49.000Z","issue":"Attempts to collect debt not owed","sub_product":"Other debt","zip_code":"89113","tags":null,"has_narrative":true,"complaint_id":"8268401","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Allied Collection Services, Inc. (Nevada)","date_received":"2024-02-01T19:07:34.000Z","state":"NV","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Debt is not yours"},"highlight":{"complaint_what_happened":["The only interaction that I had with this club was a free <em>trial</em>. To acquire a free <em>trial</em> I had to provide first name last name and Identification and sign for the <em>trial</em>, this was explained to me by the front desk person at the time. \n\nI never agreed, or signed any binding contract beyond a <em>trial</em> basis."]},"sort":[11.509588,"8268401"]},{"_index":"complaint-public-v1","_id":"2232942","_score":11.48846,"_source":{"product":"Mortgage","complaint_what_happened":"I was approved both by XXXX ( owner of my loan ) and my servicer Ocwen for a loan modification on XX/XX/2016 ( Attached ) trial that went from XX/XX/2016 to XX/XX/2016. I made all of my required trial payments on time. Then in XXXX Ocwen stated they made an error on the first trial and issued me a revised trial dated XX/XX/2016 that went from XX/XX/2016 to XX/XX/2016. I made all of these trial payments on time. Then in XXXX Ocwen stated they could not issue the final modification documents until they cancelled out my first trial that was issued in error. So I kept paying my trial payments for the months XX/XX/2016, XX/XX/2016, XX/XX/2016 and XX/XX/2016. This last week my attorney who I hired to help me with this process advised me that Ocwen now states that they have cancelled both trials. My attorney states Ocwen makes mistakes like this all the time and what we believe happened is that they were only supposed to cancel out the first trial and they ended up cancelling both trials. I have now been paying trial payments since XX/XX/2016. Ocwen has messed up my modification process now two times and I am now back in foreclosure without any explanation from Ocwen except that they are working on it. My attorney has been calling them every month since XXXX and if we did not file this complaint Ocwen would just ignore their mistake until my house foreclosed. According to my attorney Ocwen can not put me into a trial unless I am already fully approved. Obviously Ocwen is violating the guidelines and they are also argumentative with my attorney every time they call. XXXX is even stepping in advising Ocwen to offer the modification. According to XXXX the modification has been approved since XX/XX/2016 and they have no idea what Ocwen is doing all this time.","date_sent_to_company":"2016-12-02T20:34:56.000Z","issue":"Loan modification,collection,foreclosure","sub_product":"Conventional fixed mortgage","zip_code":"89123","tags":null,"has_narrative":true,"complaint_id":"2232942","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Ocwen Financial Corporation","date_received":"2016-12-02T20:34:55.000Z","state":"NV","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I was approved both by XXXX ( owner of my loan ) and my servicer Ocwen for a loan modification on XX/XX/2016 ( Attached ) <em>trial</em> that went from XX/XX/2016 to XX/XX/2016. I made all of my required <em>trial</em> payments on time. Then in XXXX Ocwen stated they made an error on the first <em>trial</em> and issued me a revised <em>trial</em> dated XX/XX/2016 that went from XX/XX/2016 to XX/XX/2016. I made all of these <em>trial</em> payments on time."]},"sort":[11.48846,"2232942"]},{"_index":"complaint-public-v1","_id":"13749202","_score":11.461872,"_source":{"product":"Checking or savings account","complaint_what_happened":"I commenced a free trial with Revolut on or around XXXX XX/XX/year>. As part of this promotional offer, Revolut also offered a purportedly \" free '' metal debit card, which I accepted. My understanding, based on the common definition and expectation of a \" free trial, '' was that I could cancel the service at any time before the trial period concluded without incurring any charges for the subscription service itself. \n\nOn or around [ Date of cancellation attempt ], prior to the expiration of the free trial period, I attempted to cancel the trial. However, Revolut customer service informed me that because I had ordered and received the metal debit card, I was no longer eligible to cancel the free trial. They stated that accepting the metal card contractually bound me to a paid subscription plan. Subsequently, Revolut charged my account {$140.00} on XXXX XXXX for the subscription I had attempted to cancel. \n\nThis practice is profoundly misleading. The critical conditionthat ordering the \" free '' metal debit card would negate the ability to cancel the \" free '' trial and convert it into a mandatory paid subscriptionwas not clearly, conspicuously, or adequately disclosed at the time I signed up for the free trial or when I accepted the metal card. If this condition had been made clear, I would not have proceeded with ordering the metal card under the guise of a cancellable free trial. This feels like a deceptive bait-and-switch tactic, where a \" free '' offer is used to lock customers into a paid service without transparent terms. This constitutes an unfair and deceptive business practice, as the term \" free trial '' inherently implies the ability to cancel without penalty or forced continuation into a paid plan, unless very explicitly stated otherwise. The failure to provide prominent and unambiguous disclosure of such a material term is a significant omission.","date_sent_to_company":"2025-06-11T17:03:45.000Z","issue":"Managing an account","sub_product":"Other banking product or service","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"13749202","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Revolut Technologies Inc.","date_received":"2025-05-28T19:20:08.000Z","state":null,"company_public_response":null,"sub_issue":"Fee problem"},"highlight":{"complaint_what_happened":["I commenced a free <em>trial</em> with Revolut on or around XXXX XX/XX/year>. As part of this promotional offer, Revolut also offered a purportedly \" free '' metal debit card, which I accepted. My understanding, based on the common definition and expectation of a \" free <em>trial</em>, '' was that I could cancel the service at any time before the <em>trial</em> period concluded without incurring any charges for the subscription service itself."]},"sort":[11.461872,"13749202"]},{"_index":"complaint-public-v1","_id":"22751785","_score":11.434501,"_source":{"product":"Mortgage","complaint_what_happened":"I am submitting this complaint regarding the servicers premature termination of an active FHA trial loan modification following a servicing transfer, potential failure of proper notice, and apparent alteration of loss mitigation eligibility conditions after approval and commencement of a trial plan.\n\nI was approved for and entered into a 3-month FHA trial modification with my current mortgage servicer following transfer of servicing from a prior lender. I made payments in accordance with the trial plan and relied on the servicers approval of the modification in good faith.\n\nI was subsequently informed by a servicing representative that the trial modification is being terminated early as of XX/XX/year>, rather than the originally scheduled completion date of XX/XX/year>. This change was not previously communicated to me in a manner that provided actual notice.\n\nI was told that an email may have been sent regarding this change ; however, I did not receive any mailed notice or any communication that provided actual knowledge of the alleged early termination prior to my conversation with the servicing agent. The agent also acknowledged that emails may be filtered into spam folders. I did not have actual or effective notice of the termination prior to that call.\n\nThe stated reasons for termination include the property being titled in an LLC and/or the existence of an IRS tax lien.\n\nAt issue are the following concerns : The property was titled in an LLC at all relevant times prior to and during approval of the trial modification.\n\nThe trial modification was approved after full servicing review following transfer of the loan.\n\nThe servicer accepted and processed trial payments, thereby inducing reliance on the continuation of the modification review process.\n\nThe IRS tax lien is being actively addressed through appropriate resolution channels.\n\nThe servicer appears to have imposed or applied eligibility restrictions after approval and commencement of the trial modification.\n\nThere appears to be a lack of clear, effective, and verifiable notice prior to termination of the trial plan.\n\nNo mailed notice was received, and I did not have actual knowledge of the termination prior to the servicing call.\n\nThis raises concerns regarding whether the servicer complied with applicable FHA loss mitigation guidelines and mortgage servicing requirements, including but not limited to proper evaluation prior to trial approval, consistency in application of eligibility criteria, and adequate notice prior to adverse action.","date_sent_to_company":"2026-05-31T23:15:48.000Z","issue":"Struggling to pay mortgage","sub_product":"FHA mortgage","zip_code":"30014","tags":null,"has_narrative":true,"complaint_id":"22751785","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"LAKEVIEW LOAN SERVICING, LLC","date_received":"2026-05-31T23:01:52.000Z","state":"GA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-lieu"},"highlight":{"complaint_what_happened":["I am submitting this complaint regarding the servicers premature termination of an active FHA <em>trial</em> loan modification following a servicing transfer, potential failure of proper notice, and apparent alteration of loss mitigation eligibility conditions after approval and commencement of a <em>trial</em> plan.\n\nI was approved for and entered into a 3-month FHA <em>trial</em> modification with my current mortgage servicer following transfer of servicing from a prior lender."]},"sort":[11.434501,"22751785"]},{"_index":"complaint-public-v1","_id":"3482452","_score":11.4223995,"_source":{"product":"Mortgage","complaint_what_happened":"I began the process of applying for a loan modification in XX/XX/XXXX due to having a temporary hardship. I submitted all documents but Mr. Cooper/Nationstar Mortgage continued to ask for one last document over and over. I received a letter showing that I was finally approved for a trial loan modification on XX/XX/XXXX. I sent an email on XX/XX/XXXX accepting the trial loan modification. I made the first two trial payments online and on time. When I logged into my online account on XX/XX/XXXX to make my third and final trial loan payment of {$1000.00} for Loan # XXXX, I was unable to submit a payment online and found a letter dated XX/XX/XXXX stating the following : Denial Reason : Failure to Return Trial Agreement You were previously oered a Trial Period Plan. The terms of the plan required that you return the executed trial plan agreement within the time allowed. Unfortunately, we must withdraw the Trial Period Plan oered because you did not return the agreement timely. \n\nThe Denial Reason listed is untrue. I'm at a loss because I have been trying to get some help since XX/XX/XXXX. Please help!","date_sent_to_company":"2020-01-01T14:49:17.000Z","issue":"Struggling to pay mortgage","sub_product":"FHA mortgage","zip_code":"77049","tags":"Servicemember","has_narrative":true,"complaint_id":"3482452","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2020-01-01T14:16:24.000Z","state":"TX","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I received a letter showing that I was finally approved for a <em>trial</em> loan modification on XX/XX/XXXX. I sent an email on XX/XX/XXXX accepting the <em>trial</em> loan modification. I made the first two <em>trial</em> payments online and on time."]},"sort":[11.4223995,"3482452"]},{"_index":"complaint-public-v1","_id":"1590311","_score":11.422005,"_source":{"product":"Mortgage","complaint_what_happened":"in a letter from Pennymac dated XXXX/XXXX/2015 I was approved for a HAMP XXXX with Principal reduction Trial modification. My XXXX trial pmt was due and paid by XXXX/XXXX/15 my XXXX pmt was made on XXXX/XXXX/15 and my final trial payment was made on XXXX/XXXX/15. I have not received any permanent mod doc 's and no one at pennymac can tell me what the new terms are. \nPennymac is in breach of the XXXX month trial agreement. \nThey want meto make more trial pmts which is an unfair and deceptive ploy in order to partially collect on a debt","date_sent_to_company":"2015-10-06T17:05:40.000Z","issue":"Loan modification,collection,foreclosure","sub_product":"Conventional fixed mortgage","zip_code":"01821","tags":null,"has_narrative":true,"complaint_id":"1590311","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"PENNYMAC LOAN SERVICES, LLC.","date_received":"2015-10-02T15:55:53.000Z","state":"MA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["in a letter from Pennymac dated XXXX/XXXX/2015 I was approved for a HAMP XXXX with Principal reduction <em>Trial</em> modification. My XXXX <em>trial</em> pmt was due and paid by XXXX/XXXX/15 my XXXX pmt was made on XXXX/XXXX/15 and my final <em>trial</em> payment was made on XXXX/XXXX/15. I have not received any permanent mod doc 's and no one at pennymac can tell me what the new terms are. \nPennymac is in breach of the XXXX month <em>trial</em> agreement."]},"sort":[11.422005,"1590311"]},{"_index":"complaint-public-v1","_id":"8267611","_score":11.417036,"_source":{"product":"Mortgage","complaint_what_happened":"Trial Modification trial period plan was received, made the 3 trial payments received foreclosure notice from foreclosure attorney for a sale date XX/XX/. \nPlease cancel foreclosure sale date I have made all my payments.","date_sent_to_company":"2024-02-08T20:32:03.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"38111","tags":null,"has_narrative":true,"complaint_id":"8267611","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Ocwen Financial Corporation","date_received":"2024-02-01T21:33:58.000Z","state":"TN","company_public_response":null,"sub_issue":"Payment process"},"highlight":{"complaint_what_happened":["<em>Trial</em> Modification <em>trial</em> period plan was received, made the 3 <em>trial</em> payments received foreclosure notice from foreclosure attorney for a sale date XX/XX/. \nPlease cancel foreclosure sale date I have made all my payments."]},"sort":[11.417036,"8267611"]},{"_index":"complaint-public-v1","_id":"2237296","_score":11.396222,"_source":{"product":"Mortgage","complaint_what_happened":"My husband died, the mortgage was not in my name. I was working with Ocwen on a simple assumption and I was approved for a trial modification with Ocwen. I made all 3 trial payments and my loan was sold to XXXX. When speaking with Ocwen they stated that all my information would also be transferred including the fact that my loan was about to be modified and put in my name and that I had made all three trial payment on the trial modification.","date_sent_to_company":"2016-12-06T18:59:42.000Z","issue":"Loan modification,collection,foreclosure","sub_product":"Conventional fixed mortgage","zip_code":"010XX","tags":null,"has_narrative":true,"complaint_id":"2237296","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Ocwen Financial Corporation","date_received":"2016-12-06T18:59:41.000Z","state":"MA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I was working with Ocwen on a simple assumption and I was approved for a <em>trial</em> modification with Ocwen. I made all 3 <em>trial</em> payments and my loan was sold to XXXX. When speaking with Ocwen they stated that all my information would also be transferred including the fact that my loan was about to be modified and put in my name and that I had made all three <em>trial</em> payment on the <em>trial</em> modification."]},"sort":[11.396222,"2237296"]},{"_index":"complaint-public-v1","_id":"4506013","_score":11.392644,"_source":{"product":"Mortgage","complaint_what_happened":"I filed complaint XXXX. \n\nPlease read and do not close the account because Shellpoint says anything. \n\nI made the trial payments according to the statements sent to me by Shellpoint. Shellpoint sent statements with different trial payment amounts. I paid those amounts and asked for clarification. Shellpoint refused to provide clarification. So, I paid the difference in trial payment three.\n\nNow, because Shellpoint sent different statements with different amounts, Shellpoint is claiming that I violated the trial payment for paying the statements that they sent. XXXX XXXX did not provide clarification during the trial plan that Shellpoint made an error in its statements for nearly 60 days. \n\nShellpoint did not clarify their error in bad faith. Yet, I paid more than the Shellpoint statements required and Shellpoint is using my good faith to deny the permanent modification for the trial plan that I completed. \n\nYes, I said that I could not afford the modification without the American Rescue Plan. But, Shellpoint did not provide all the options that are available to me given my completed modification application. Since I have a hardship related to Covid, which I asked for XXXX XXXX, XXXX, I should be able to get the permanent modification to start on XXXX XXXX, XXXX. \n\nI fulfilled the terms of the trial statements sent to me. This is pure harassment for XXXX XXXX, not to answer and provide clarification for nearly 60 days and then use Shellpoints lack of transparency to claim the offer was revoked in their XX/XX/XXXX response to the Consumer Financial Protection Bureau. \n\nI do not have an outstanding escrow balance is incorrect. Shellpoint owes me {$270.00} for the advance XXXX gave to Ditech. I have proof that the account is owed the money if Shellpoint wants to continue harassing me with inaccurate statements. \n\nIn XXXX of XXXX, I also asked for a forbearance and trial payment. Please please someone help me because I paid the Shellpoint trial payment statements. So, I did not violate the the trial modification. Shellpoint did with the inconsistent statements regarding the trial payment amount. I thought the corrected the inaccurate 20 % they were using for streamlined modification. However, their actions merely served to create confusion to find a reason to deny the modification. When I paid the difference after XXXX XXXX, did not respond, Shellpoint tried to act as if I did not pay the third trial payment and would not deposit the check. Since I provided CFPB copies of the check and certified mail receipts, now Shellpoint is claiming that I the modification was revoked. Shellpoint made no notification of a revokation prior to inserting it in the response to CFPB on XX/XX/XXXX. They should not be allowed to revoke me completed trial modification for their sending differing statements.","date_sent_to_company":"2021-06-30T04:58:23.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"78664","tags":null,"has_narrative":true,"complaint_id":"4506013","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2021-06-30T04:23:54.000Z","state":"TX","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["I made the <em>trial</em> payments according to the statements sent to me by Shellpoint. Shellpoint sent statements with different <em>trial</em> payment amounts. I paid those amounts and asked for clarification. Shellpoint refused to provide clarification. So, I paid the difference in <em>trial</em> payment three.\n\nNow, because Shellpoint sent different statements with different amounts, Shellpoint is claiming that I violated the <em>trial</em> payment for paying the statements that they sent."]},"sort":[11.392644,"4506013"]},{"_index":"complaint-public-v1","_id":"2687418","_score":11.376284,"_source":{"product":"Mortgage","complaint_what_happened":"We successfully applied for a mortgage modification in XX/XX/XXXX with XXXX on our MoneySource loan. We paid all three trial period payments and were granted modification. I was subsequently laid off from my job in finance during economic downturn. We were unable to pay mortgage thereafter. I regained employment in XX/XX/XXXX and reapplied for the mortgage modification with MoneySource and we were accepted into the modification trial period in XX/XX/XXXX to begin in XX/XX/XXXX at {$2400.00} per month through XX/XX/XXXX. We made the XX/XX/XXXX and XX/XX/XXXX payments in a timely fashion and then we were told that they would not accept our third payment in the month of XX/XX/XXXX because they had made a mistake in granting us the modification trial period due to the fact that FHA guidelines require a 24 month period between loan modifications and in our case there had only been a 12 month period since our prior modification. Presumably the mortgage company should have been fully aware of this FHA policy prior to granting us the new modification trial period. As a result, we had no choice but to wait an additional 12 months until the 24 month period had lapsed and save mortgage payments to the best of our abilities. \nWe applied again in XX/XX/XXXX and were accepted on XX/XX/XXXX to a new modification with three months of trial payments to begin in XX/XX/XXXX at $ XXXX/mnth. We paid XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX mortgage trial period payments in a timely fashion, however, after making the final payment in our trial period, we were told that due to the recalculation of escrow amounts after the end of the trial period in XX/XX/XXXX, an increase in escrow had made it such that our mortgage payment levels to be paid on a monthly basis were no longer at an acceptable dollar amount and that we must apply for a new modification trial period again from scratch. It turns out that due to the Money Sources incorrect escrow calculations, we had been set up to fail in the trial period even though we met the guidelines that had been set forth for us. Several requests to receive a response in writing outlining the specific reasons for the denial after we had successfully complied with the trial period went unanswered. \nAlso, in parallel to the mortgage company seeking a new borrower response package from us ( including paystubs, forms, etc. ) to qualify for a new trial period beyond the 3 month trial period we had just successfully finished in XX/XX/XXXX, we received a letter in XX/XX/XXXX announcing the mortgage companys intent to accelerate and foreclose. Clearly, if we were being asked to apply for a new modification trial period, the mortgage company should not be also pursuing foreclosure at the same time.","date_sent_to_company":"2017-09-28T15:07:10.000Z","issue":"Struggling to pay mortgage","sub_product":"FHA mortgage","zip_code":"07112","tags":null,"has_narrative":true,"complaint_id":"2687418","timely":"No","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"MONEY SOURCE, INC., THE","date_received":"2017-09-28T13:33:43.000Z","state":"NJ","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["We paid XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX mortgage <em>trial</em> period payments in a timely fashion, however, after making the final payment in our <em>trial</em> period, we were told that due to the recalculation of escrow amounts after the end of the <em>trial</em> period in XX/XX/XXXX, an increase in escrow had made it such that our mortgage payment levels to be paid on a monthly basis were no longer at an acceptable dollar amount and that we must apply for a new modification <em>trial</em> period again from scratch."]},"sort":[11.376284,"2687418"]},{"_index":"complaint-public-v1","_id":"3139995","_score":11.342362,"_source":{"product":"Mortgage","complaint_what_happened":"loan XXXX  fha XXXX XXXX XXXX I paid trial payments of total {$7500.00} when Ocwen presented the permanent loan mod the terms were too high to and including the interest rate, total payment there's nothing in the trial payments that say Ocwen can keep my trial payments the loan is now transferred to XXXX XXXX wherein I will need to start a new loan mod request which will require a new trial payments","date_sent_to_company":"2019-02-01T17:08:28.000Z","issue":"Struggling to pay mortgage","sub_product":"FHA mortgage","zip_code":"98031","tags":null,"has_narrative":true,"complaint_id":"3139995","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Ocwen Financial Corporation","date_received":"2019-02-01T17:02:24.000Z","state":"WA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["loan XXXX  fha XXXX XXXX XXXX I paid <em>trial</em> payments of total {$7500.00} when Ocwen presented the permanent loan mod the terms were too high to and including the interest rate, total payment there's nothing in the <em>trial</em> payments that say Ocwen can keep my <em>trial</em> payments the loan is now transferred to XXXX XXXX wherein I will need to start a new loan mod request which will require a new <em>trial</em> payments"]},"sort":[11.342362,"3139995"]},{"_index":"complaint-public-v1","_id":"1947046","_score":11.337106,"_source":{"product":"Mortgage","complaint_what_happened":"We applied for the Wells Fargo FHA XXXX in 2014. Our situation changed during the trial period and we were sure to submit all documentation to adjust our modification. Before we accepted and entered into the agreement for the terms of the trial period, I received a package explaining the terms. However, the documentation was not clear on the credit reporting after the trial period. So I called our Wells Fargo home preservation specialist to find out what happens to the credit reporting after the trial period. She explained that during the trial our credit would reflect late payments but once we successfully complete the trial period our credit will be updated to show that we were not late on any payments and that we were under a trial period. After successful completion of the trial our credit was never updated and I have disputed this with the credit bureaus as well has written a letter to Wells Fargo. Someone from the Wells Fargo Executive Resolution Customer Care and XXXX XXXX did contact me but informed me of the opposite. That our credit would be reported on-time moving forward not retroactively. I explained to him that this is not what was communicated to me initially and they I would not have agreed to those terms because I have a career that is effected by my credit. I was unable to resolve this issue with Wells Fargo. Furthermore, they failed to provide clear information on consumer reporting and this has negatively impacted my credit.","date_sent_to_company":"2016-05-31T17:19:01.000Z","issue":"Loan modification,collection,foreclosure","sub_product":"FHA mortgage","zip_code":"20721","tags":null,"has_narrative":true,"complaint_id":"1947046","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2016-05-31T17:19:00.000Z","state":"MD","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["She explained that during the <em>trial</em> our credit would reflect late payments but once we successfully complete the <em>trial</em> period our credit will be updated to show that we were not late on any payments and that we were under a <em>trial</em> period. After successful completion of the <em>trial</em> our credit was never updated and I have disputed this with the credit bureaus as well has written a letter to Wells Fargo."]},"sort":[11.337106,"1947046"]},{"_index":"complaint-public-v1","_id":"2999164","_score":11.319414,"_source":{"product":"Mortgage","complaint_what_happened":"I applied for a loan modification through Chase, sent all of my paperwork and they will not review it. Chase advised that they will not review my information since i was previously offered a trial plan. Unfortunately, the trial plan that was previously offered was not affordable. Since the trial plan offered, my circumstances have changed and i am now receiving more income. I am in a position to accept a trial plan if offered. Now, Chase is telling me they will not re-open another loss mitigation workout for me. Please help.","date_sent_to_company":"2018-08-22T19:12:47.000Z","issue":"Struggling to pay mortgage","sub_product":"Conventional home mortgage","zip_code":"89123","tags":null,"has_narrative":true,"complaint_id":"2999164","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2018-08-22T19:07:26.000Z","state":"NV","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Chase advised that they will not review my information since i was previously offered a <em>trial</em> plan. Unfortunately, the <em>trial</em> plan that was previously offered was not affordable. Since the <em>trial</em> plan offered, my circumstances have changed and i am now receiving more income. I am in a position to accept a <em>trial</em> plan if offered. Now, Chase is telling me they will not re-open another loss mitigation workout for me. Please help."]},"sort":[11.319414,"2999164"]},{"_index":"complaint-public-v1","_id":"1522884","_score":11.31683,"_source":{"product":"Mortgage","complaint_what_happened":"We received a letter dated XXXX XXXX, 2015. The letter stated we may be eligible for a FHA Hamp with Partial Claim. To accept this offer we were required to make our XXXX monthly \" trial plan payment '' under our Trial Payment Plan. The Trial Payment Plan was as follows:XXXX payment : {$1300.00} by XXXX/XXXX/15XXXX payment {$1300.00} by XXXX/XXXX/15XXXX payment {$1300.00} by XXXX/XXXX/15The plan further stated each payment had to be received by Stonegate Mortgage within 15 days of the trial payment plan due date. \nWe made the trial payments as follows:XXXX payment {$1400.00} on XXXX/XXXX/15XXXX payment {$1300.00} on XXXX/XXXX/15XXXX payment {$1300.00} on XXXX/XXXX/15We have successfully remitted the trial period payments and have not received any further notification from our mortgage company advising us how to proceed. We did receive a phone call from a Stonegate representative stating our trial payments were short by approximately {$40.00}. We challenged that statement and have documentation to show all of our trial payments were made successfully. The representative stated they would research the matter and get back to us. We have n't heard back. \nWe need to know what the next steps are. We need to know if we are approved for the FHA Hamp with Partial Claim. We have n't received anything in writing or verbal from Stonegate advising us how to proceed now that we have successfully completed the Trial Payment Plan.","date_sent_to_company":"2015-08-17T21:51:24.000Z","issue":"Loan modification,collection,foreclosure","sub_product":"FHA mortgage","zip_code":"50322","tags":null,"has_narrative":true,"complaint_id":"1522884","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"STONEGATE MORTGAGE CORPORATION","date_received":"2015-08-17T21:51:24.000Z","state":"IA","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":null},"highlight":{"complaint_what_happened":["To accept this offer we were required to make our XXXX monthly \" <em>trial</em> plan payment '' under our <em>Trial</em> Payment Plan. The <em>Trial</em> Payment Plan was as follows:XXXX payment : {$1300.00} by XXXX/XXXX/15XXXX payment {$1300.00} by XXXX/XXXX/15XXXX payment {$1300.00} by XXXX/XXXX/15The plan further stated each payment had to be received by Stonegate Mortgage within 15 days of the <em>trial</em> payment plan due date."]},"sort":[11.31683,"1522884"]},{"_index":"complaint-public-v1","_id":"21193260","_score":11.312926,"_source":{"product":"Mortgage","complaint_what_happened":"COMPLAINT REGARDING INACCURATE CREDIT REPORTING DURING APPROVED FORBEARANCE AND TRIAL LOAN MODIFICATION I am filing this complaint against Freedom Mortgage for inaccurately reporting my mortgage payments as late to the credit bureaus during an approved forbearance period and a servicer-offered trial payment plan, causing severe and ongoing financial harm. \n\nBACKGROUND In XXXX of XXXX, I entered into an approved forbearance agreement with Freedom Mortgage on my mortgage loan ( Account # XXXX ). The forbearance was approved by the servicer and lasted approximately XXXX months. \n\nAt the conclusion of the forbearance, Freedom Mortgage offered me a trial payment plan as a pathway to a permanent loan modification. The servicer presented this plan as a preview of what my new modified loan terms would look like, contingent on my completing three consecutive on-time payments at the reduced trial amount. I accepted the trial plan in good faith. \n\nDuring the trial period, I made all three payments on time and in the exact amounts specified by the servicer. Critically, when I logged into my mortgage account on Freedom Mortgage 's online portal during this period, the reduced trial payment amount was displayed as my \" payment due. '' There was no indication on the portal that a different, higher amount was expected, nor any warning that making the trial payments as instructed could result in negative credit reporting. \n\nI successfully completed the trial period, and my permanent loan modification was finalized. I have been current on my modified mortgage payments since the modification was completed. \n\nTHE PROBLEM Despite the fact that I was on an approved forbearance and then made every trial payment on time and as instructed, Freedom Mortgage reported multiple late payments to XXXX XXXX XXXX XXXX during both the forbearance period and the trial modification period. The servicer 's justification is that because the trial payments were less than the full original mortgage payment amount which they claim was \" technically still valid '' until the permanent modification was executed the payments qualified as partial and therefore late. \n\nThis reporting is misleading and harmful for the following reasons : 1. The servicer approved the forbearance and offered the trial plan. I did not unilaterally reduce my payments I followed the servicer 's own program. \n\n2. The servicer 's online portal displayed the reduced trial amount as my payment due during the trial period. A reasonable consumer logging into their account would conclude that paying the amount shown as due constitutes an on-time payment. \n\n3. At no point did the servicer clearly disclose in the trial plan offer, on the portal, or in any communication I received that making the trial payments as instructed would result in late payment reporting to the credit bureaus. \n\n4. The trial plan was presented as a pathway to modification, not as a period during which my credit would be damaged. Had I understood the credit reporting consequences, I would have sought alternative arrangements. \n\nDISPUTE HISTORY Upon discovering the late payment entries on my credit reports, I filed a dispute directly with the servicer. They denied my dispute, claiming the reporting was \" accurate '' because the original loan terms technically remained in effect until the modification was finalized. I believe this response fails to account for the misleading nature of the trial plan offer and the portal display, and does not reflect a reasonable investigation of my dispute as required under the Fair Credit Reporting Act. \n\nFINANCIAL HARM The inaccurate late payment reporting has had severe, concrete financial consequences : - My credit score has dropped significantly. My current score is approximately XXXX, whereas prior to the forbearance and trial period it was substantially higher. \n\n- I have been denied a home equity line of credit ( HELOC ) specifically due to the reported forbearance and late payments, despite having significant equity in my home and strong income ( {$140000.00} annual salary plus approximately $ XXXX in rental income ). \n\n- As a direct result of being unable to access home equity lending, I remain unable to consolidate approximately {$50000.00} in credit card debt that I took on because of unexpected medical issues, much of which is accruing interest at rates exceeding 25 %. Had I been approved for a HELOC at typical rates of XXXX %, I would be saving thousands of dollars per year in interest charges. \n\n- The damaged credit profile is limiting my financial options and prolonging a debt situation that my income would otherwise allow me to resolve efficiently.","date_sent_to_company":"2026-04-13T18:02:50.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Conventional home mortgage","zip_code":"850XX","tags":null,"has_narrative":true,"complaint_id":"21193260","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Freedom Mortgage Company","date_received":"2026-04-13T17:44:48.000Z","state":"AZ","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem with personal statement of dispute"},"highlight":{"complaint_what_happened":["At the conclusion of the forbearance, Freedom Mortgage offered me a <em>trial</em> payment plan as a pathway to a permanent loan modification. The servicer presented this plan as a preview of what my new modified loan terms would look like, contingent on my completing three consecutive on-time payments at the reduced <em>trial</em> amount. I accepted the <em>trial</em> plan in good faith. \n\nDuring the <em>trial</em> period, I made all three payments on time and in the exact amounts specified by the servicer."]},"sort":[11.312926,"21193260"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":9603,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":9603}]}},"product":{"doc_count":9603,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Mortgage","doc_count":4983,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":2018},{"key":"FHA mortgage","doc_count":1226},{"key":"Conventional fixed mortgage","doc_count":574},{"key":"Conventional adjustable mortgage (ARM)","doc_count":340},{"key":"VA mortgage","doc_count":255},{"key":"Other type of mortgage","doc_count":188},{"key":"Other mortgage","doc_count":183},{"key":"Home equity loan 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