{"took":128,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":36853,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"12660407","_score":18.898998,"_source":{"product":"Mortgage","complaint_what_happened":"I am not able to pay my Newrez mortgage through their lousy portal. Any attempt to use the payment workflow results in their loading image just hanging and ultimately giving the following error : \" HttpErrorResponse : Http failure response for XXXX XXXX XXXX.shellpointmortgageservicingXXXXXXXX XXXX XXXXXXXX Execution Timeout Expired. The timeout period elapsed prior to completion of the operation or the server is not responding. '' I had already called in about a late fee because I had previously been unable to pay the mortgage and I still can not because their system simply does not work. They even use XXXX for authentication which is literal child 's play. They need to fire their XXXX and get someone who didn't build a portal using the \" Backend Development For Dummies '' book.","date_sent_to_company":"2025-03-23T15:15:38.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"75025","tags":null,"has_narrative":true,"complaint_id":"12660407","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Shellpoint Partners, LLC","date_received":"2025-03-23T15:09:51.000Z","state":"TX","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Payment process"},"highlight":{"complaint_what_happened":["They need to fire their XXXX and get someone who didn't <em>build</em> a portal using the \" Backend Development For Dummies '' book."]},"sort":[18.898998,"12660407"]},{"_index":"complaint-public-v1","_id":"2909254","_score":16.577436,"_source":{"product":"Credit card or prepaid card","complaint_what_happened":"Today on XX/XX/2018 I have found a money saving tool. XXXX this is a great way to help me know that I am spending to much money compared to what I make each month. I got this credit card to help build my credit as well as having extra money when unexpected problems pop up. This website needs access to my spending history to tell me when I have spent to much on food shopping and so on. I would love for this problem to be fixed! Thanks!","date_sent_to_company":"2018-05-16T23:08:10.000Z","issue":"Other features, terms, or problems","sub_product":"General-purpose credit card or charge card","zip_code":"37172","tags":null,"has_narrative":true,"complaint_id":"2909254","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CAPITAL ONE FINANCIAL CORPORATION","date_received":"2018-05-16T22:58:47.000Z","state":"TN","company_public_response":null,"sub_issue":"Other problem"},"highlight":{"complaint_what_happened":["Today on XX/XX/2018 I have found a money saving <em>tool</em>. XXXX this is a great way to help me know that I am spending to much money compared to what I make each month. I got this credit card to help <em>build</em> my credit as well as having extra money when unexpected problems pop up. This website needs access to my spending history to tell me when I have spent to much on food shopping and so on. I would love for this problem to be fixed! Thanks!"]},"sort":[16.577436,"2909254"]},{"_index":"complaint-public-v1","_id":"22600969","_score":15.995657,"_source":{"product":"Credit card","complaint_what_happened":"First, congratulations to U.S. Bank for adopting passkey authentication as a step toward modern hardware-backed authentication. \n\nHowever, my experience with the implementation raises concerns regarding how passkey authentication is actually being recognized and trusted within the banks login workflow. \n\nFor several years, I have used XXXX  credential-management and passkey-related authentication capabilities through XXXX and my XXXX XXXX. XXXX XXXX laptops have long supported XXXX XXXX, XXXX XXXX, XXXX, and hardware-backed platform authentication standards. In practical use, the browser and operating system already recognize and securely manage authentication credentials associated with the banks website. \n\nDespite this, the banks authentication process has repeatedly continued to require additional verification codes and legacy secondary-verification steps even after the browser/platform authentication layer successfully recognizes the stored credential state. \n\nMore recently, U.S. Bank added visible XXXX passkey functionality to its login workflow. However, the implementation still appears heavily centered around secondary-device mediation such as phones, tablets, or external security keys instead of fully trusting mature laptop-based platform authenticators already built into modern systems such as XXXX XXXX devices. \n\nAdditionally, the workflow messaging itself appears contradictory. The browser ecosystem recognizes and manages the credential relationship, yet the website behavior often still falls back into repeated code-verification flows and legacy authentication logic. \n\nThis creates the appearance of passkey modernization while preserving much of the same legacy authentication behavior underneath. \n\nA properly implemented passkey workflow should reduce unnecessary secondary verification behavior and should fully recognize mature platform authenticators already securely integrated into modern computing devices.","date_sent_to_company":"2026-06-11T11:54:47.000Z","issue":"Problem when making payments","sub_product":"General-purpose credit card or charge card","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"22600969","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"U.S. BANCORP","date_received":"2026-05-27T02:56:06.000Z","state":"LA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Problem during payment process"},"highlight":{"complaint_what_happened":["Despite this, the banks authentication process has repeatedly continued to require additional verification <em>codes</em> and legacy secondary-verification steps even after the browser/platform authentication layer successfully recognizes the stored credential state. \n\nMore recently, U.S. Bank added visible XXXX passkey functionality to its login <em>workflow</em>."]},"sort":[15.995657,"22600969"]},{"_index":"complaint-public-v1","_id":"9651399","_score":15.89289,"_source":{"product":"Payday loan, title loan, personal loan, or advance loan","complaint_what_happened":"Credit when used properly can be an important tool to ensure financial stability and to see on through difficult times. This was the purpose of me establishing a line of credit through XXXX via Synchrony Bank sometime in XXXX. I was approved for {$6000.00}, and since opening the account I have never been late with a payment, missed a payment, and the transaction history shows that I have paid off some purchases made with this line of credit. On or around XXXX of this year, Synchrony Bank decreased my available credit to {$4000.00}, which was just about the balance I had on the account. This decrease is harmful to me in several ways : 1 ) It unfairly decreases my credit score because of the change in available credit despite having never missed a payment, 2 ) It does not allow me to use the credit as I intended and build a better credit score in the future, and 3 ) it is harmful to the economy that utilizes credit as currency. \n\nThis is not the first time Synchrony Bank has approved me for a line of credit and then decreased it as punishment for utilizing the tool they gave me. This is just my first complaint.","date_sent_to_company":"2024-07-29T21:42:45.000Z","issue":"Credit limit changed","sub_product":"Personal line of credit","zip_code":"23666","tags":null,"has_narrative":true,"complaint_id":"9651399","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"SYNCHRONY FINANCIAL","date_received":"2024-07-29T21:28:16.000Z","state":"VA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["This is not the first time Synchrony Bank has approved me for a line of credit and then decreased it as punishment for utilizing the <em>tool</em> they gave me. This is just my first complaint."]},"sort":[15.89289,"9651399"]},{"_index":"complaint-public-v1","_id":"5804560","_score":15.279537,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Good afternoon, I have already solved my problem, but I need to alert you of improper marketing and misleading website by Experian. \nI had to unfreeze my credit reports recently and two things Experian did were shady : 1- Their web interface for \" scheduling a temporary thaw '' of the report did not work. The frames for picking a calendar date did not load, and so I had to simply unfreeze the report wholesale for a few hours. \n2- Upon returning to their website to re-freeze the report, I could not find the right button to re-freeze my report. They do not have the freeze/unfreeze tool easily accessible on the website through the main account workflow. They MUST be required to have this, as it is required by law, but instead it required searching on 3rd party websites to find their freeze/unfreeze section which I had to sign in separately for. \nInstead, they tried to up-sell me on paid products called \" credit lock '' which appear to impersonate the credit freeze. \n\nI am astounded that this level of shady behavior is allowed by a major credit reporting company over which you are supposed to have jurisdiction. I am a XXXX XXXX professional with a XXXX XXXX, and it took me over half an hour to figure out how to avoid paying hundreds of dollars/year for a \" credit lock '' instead of the \" credit freeze '' that I am entitled to by law. This simply can not be allowed. \n\nPlease do not let them get away with the scam, take care, -XXXX","date_sent_to_company":"2022-07-24T17:46:44.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"10031","tags":null,"has_narrative":true,"complaint_id":"5804560","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2022-07-24T17:35:08.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["They do not have the freeze/unfreeze <em>tool</em> easily accessible on the website through the main account <em>workflow</em>. They MUST be required to have this, as it is required by law, but instead it required searching on 3rd party websites to find their freeze/unfreeze section which I had to sign in separately for. \nInstead, they tried to up-sell me on paid products called \" credit lock '' which appear to impersonate the credit freeze."]},"sort":[15.279537,"5804560"]},{"_index":"complaint-public-v1","_id":"10242840","_score":15.2152,"_source":{"product":"Credit card","complaint_what_happened":"I invested {$3000.00} into an e-commerce course, believing it would provide me with everything I needed to build a successful online business. At first, they made it sound like a complete packagepromising step-by-step guidance, mentoring, and all the tools necessary to get started. However, once I got into a XXXX  call with them, it quickly became clear that things werent as they had initially advertised. \n\nInstead of delivering on their promises, they started pushing me to pay even more money for additional resources that were supposedly necessary for success. Every step forward came with another demand for more cash. It felt like they had scammed me, trapping me into an endless cycle of upsells. What I thought was a straightforward investment turned out to be a shady scheme.","date_sent_to_company":"2024-09-25T18:24:08.000Z","issue":"Problem with a purchase shown on your statement","sub_product":"General-purpose credit card or charge card","zip_code":"21702","tags":null,"has_narrative":true,"complaint_id":"10242840","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"GOLDMAN SACHS BANK USA","date_received":"2024-09-25T18:16:02.000Z","state":"MD","company_public_response":null,"sub_issue":"Credit card company isn't resolving a dispute about a purchase on your statement"},"highlight":{"complaint_what_happened":["I invested {$3000.00} into an e-commerce course, believing it would provide me with everything I needed to <em>build</em> a successful online business. At first, they made it sound like a complete packagepromising step-by-step guidance, mentoring, and all the <em>tools</em> necessary to get started. However, once I got into a XXXX  call with them, it quickly became clear that things werent as they had initially advertised."]},"sort":[15.2152,"10242840"]},{"_index":"complaint-public-v1","_id":"3104759","_score":15.138387,"_source":{"product":"Payday loan, title loan, or personal loan","complaint_what_happened":"On XX/XX/XXXX I applied for a tax refund loan in the amount of {$500.00} for XXXX gifts for my children. Refundnote required supporting documentation to verify employment and identity along with a copy of my XXXX tax return. On Sunday XX/XX/XXXX, I was emailed Refundnote 's Agreement and Consent documents to be e-signed. the document contained the fees to be charged in the amount of {$520.00} along with and estimated amount for my XXXX tax refund and under terms they prepare my XXXX Tax Return. The documents were signed and emailed back. So i assumed that I was approved for the loan and that I would hear from someone the following day. Of course I received no email informing me about the loan. By this time I was worried so the only way to contact Refundnote is through email. I emailed support on Tuesday XX/XX/XXXX and wanted an update on my loan and that I sent out an email prior to get an update and no reply. In the email I informed them that I was going to report them to FTC and XXXX. Well what do you know I got an email stating my application has been accepted and that more documentation was required and if the information is submitted before XXXX EST my funds would be available the same day. The documentation requested was a utility bill, health insurance info on me and my children, document clearly showing my children 's social. As of today no funds or email. Starting to think this company is a scam and that they have all in information and will attempt to file my taxes.","date_sent_to_company":"2019-02-05T20:42:25.000Z","issue":"Getting the loan","sub_product":"Installment loan","zip_code":"39211","tags":null,"has_narrative":true,"complaint_id":"3104759","timely":"No","company_response":"Untimely response","submitted_via":"Web","company":"Rapidly Financial, Inc.","date_received":"2018-12-19T15:48:49.000Z","state":"MS","company_public_response":null,"sub_issue":null},"highlight":{"company":["<em>Rapidly</em> Financial, Inc."]},"sort":[15.138387,"3104759"]},{"_index":"complaint-public-v1","_id":"14131607","_score":14.918314,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I enrolled in Kovos service specifically to build credit. Instead, they reported multiple late payments that severely damaged my scoredespite the account being paid in full. \n\nKovos entire marketing pitch is to help people improve their credit, but they are actively doing the opposite. Whats worse, I previously requested these lates be removed, and they complied. But they re-reported them after I finished paying. \n\nI have made multiple requests for goodwill removal, especially since the account is closed and paid, but they refuseeven though they previously adjusted it. This feels like a bait-and-switch, and their reporting practices are deceptive, inconsistent, and harmful to consumers. \n\nI am requesting the full removal of these derogatory marks from my credit report due to the nature of the service, prior precedent, and the misleading way Kovo portrays itself as a credit improvement tool.","date_sent_to_company":"2025-06-17T16:06:17.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"282XX","tags":null,"has_narrative":true,"complaint_id":"14131607","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Kovo","date_received":"2025-06-17T15:48:16.000Z","state":"NC","company_public_response":null,"sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["I am requesting the full removal of these derogatory marks from my credit report due to the nature of the service, prior precedent, and the misleading way Kovo portrays itself as a credit improvement <em>tool</em>."]},"sort":[14.918314,"14131607"]},{"_index":"complaint-public-v1","_id":"14128861","_score":14.86892,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"I enrolled in XXXX service specifically to build credit. Instead, they reported multiple late payments that severely damaged my scoredespite the account being paid in full. \n\nXXXX entire marketing pitch is to help people improve their credit, but they are actively doing the opposite. Whats worse, I previously requested these lates be removed, and they complied. But they re-reported them after I finished paying. \n\nI have made multiple requests for goodwill removal, especially since the account is closed and paid, but they refuseeven though they previously adjusted it. This feels like a bait-and-switch, and their reporting practices are deceptive, inconsistent, and harmful to consumers. \n\nI am requesting the full removal of these derogatory marks from my credit report due to the nature of the service, prior precedent, and the misleading way XXXX portrays itself as a credit improvement tool.","date_sent_to_company":"2025-06-17T16:06:17.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"282XX","tags":null,"has_narrative":true,"complaint_id":"14128861","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2025-06-17T16:05:53.000Z","state":"NC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["I am requesting the full removal of these derogatory marks from my credit report due to the nature of the service, prior precedent, and the misleading way XXXX portrays itself as a credit improvement <em>tool</em>."]},"sort":[14.86892,"14128861"]},{"_index":"complaint-public-v1","_id":"3184284","_score":14.745208,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"In XX/XX/XXXX, my husband and I, applied for a mortgage through Rapid Mortgage in XXXX OH ( offices in XXXX and other towns too ), but on our report it shows XXXX XXXX. \n\nThat isn't the issue. \n\nThe issue is that in XX/XX/2019, our credit was ran again without our consent. \n\nThe companies ' headquarters in XXXX has the XXXX, OH office delete all of our information, but this unapproved inquiry is still showing. The person in XXXX, OH that ran our credit was XXXX XXXX, and again, this was NOT authorized. \n\nThis man became hostile, rude, and belligerent toward our XXXX XXXX when we ask about this ; and that is when we contacted the main office and asked for him to stop.","date_sent_to_company":"2019-03-19T19:17:55.000Z","issue":"Improper use of your report","sub_product":"Credit reporting","zip_code":"457XX","tags":null,"has_narrative":true,"complaint_id":"3184284","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"Rapid Mortgage Company","date_received":"2019-03-19T19:07:48.000Z","state":"OH","company_public_response":null,"sub_issue":"Credit inquiries on your report that you don't recognize"},"highlight":{"complaint_what_happened":["In XX/XX/XXXX, my husband and I, applied for a mortgage through <em>Rapid</em> Mortgage in XXXX OH ( offices in XXXX and other towns too ), but on our report it shows XXXX XXXX. \n\nThat isn't the issue. \n\nThe issue is that in XX/XX/2019, our credit was ran again without our consent. \n\nThe companies ' headquarters in XXXX has the XXXX, OH office delete all of our information, but this unapproved inquiry is still showing."],"company":["<em>Rapid</em> Mortgage Company"]},"sort":[14.745208,"3184284"]},{"_index":"complaint-public-v1","_id":"3196803","_score":14.655743,"_source":{"product":"Debt collection","complaint_what_happened":"In XXXX and XXXX I was at XXXX XXXX XXXX trying to the knowledge I needed to be a successful XXXX XXXX and because of the school regulations after my class was over I met after school to meet an instructor at his shop to help with homework and to help me understand how a business works at XXXX I was not an employee however a creditor started making calls there and I didnt appreciate being bothered while I was trying to learn. I went on from XXXX to go to XXXX XXXX after this creditor messed up my relationship I had with the instructor at XXXX .. Im still very XXXX this even happened and I lost XXXX dollars because I failed that semester and creditor took school funds. I told this creditor I was in school and it was on a legal document in XXXX XXXX however I was completely ignored While attending XXXX XXXX I was offered a chance to attend training and schooling at a body shop all was through XXXX XXXX in XXXX and it was not a job. In XXXX XXXX and XXXX started garnishments on student funds took XXXX creating problems with my tools then continued to take XXXX a week till XX/XX/XXXX when I was placed on medical leave Im furious that I was bothered while trying to pass a very hard course. Thanks to XXXX and XXXX my position was given to someone else and I lost the tools that where given to me XXXX from XXXX  tools. My tools are now being repoed Im 13 weeks behind. So I spent 30 years trying to build a career only for XXXX up creditors to destroy everything I worked hard for. I filed many complaints on here and other agencies and was told that I was sent documents to exempt this yet no papers ever showed up at my address. I was completely taken advantage of if I knew everything about law I wouldnt be having to pay for an attorney constantly. Your a complete disgrace and hope your happy with completely destroying my life all over a debt I doubt I owed. I just had to freeze my credit do to fraud and identity theft","date_sent_to_company":"2019-03-31T05:13:09.000Z","issue":"Took or threatened to take negative or legal action","sub_product":"I do not know","zip_code":"80104","tags":null,"has_narrative":true,"complaint_id":"3196803","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"HSBC NORTH AMERICA HOLDINGS INC.","date_received":"2019-03-31T05:13:05.000Z","state":"CO","company_public_response":null,"sub_issue":"Threatened to sue you for very old debt"},"highlight":{"complaint_what_happened":["In XXXX XXXX and XXXX started garnishments on student funds took XXXX creating problems with my <em>tools</em> then continued to take XXXX a week till XX/XX/XXXX when I was placed on medical leave Im furious that I was bothered while trying to pass a very hard course. Thanks to XXXX and XXXX my position was given to someone else and I lost the <em>tools</em> that where given to me XXXX from XXXX  <em>tools</em>. My <em>tools</em> are now being repoed Im 13 weeks behind."]},"sort":[14.655743,"3196803"]},{"_index":"complaint-public-v1","_id":"22113189","_score":14.587579,"_source":{"product":"Mortgage","complaint_what_happened":"I contacted rapid mortgage and completed and application online in XX/XX/year> and was assigned to the XXXX XXXX. i was given the loan terms and the fees associated with the loan I was sent three different term sheets with the origination fees and the pre-payment years on the loan. the term sheet had options for a 1 year prepayment penalty, a 3 year pre-payment penalty and a 5 year pre payment penalty. I choose to go with the 3 year pre payment penalty and notified the lender of my choice. Once it came close tot he closing date the lender XXXX XXXX advised me that the loan was going to have a four year pre-payment penalty. I advised XXXX XXXX that is not what I agreed too. XXXX XXXX agreed to pay to buy it down to the 3year option at her expense. As it got closer to closing time. I receive a XXXX from XXXX XXXX assistant XXXX XXXX with an increase of XXXX on the origination fee. when questioned about this XXXX XXXX adjusted the origination fee back to the original amount. I received several different closing statements from the title company with different numbers. The numbers were always increasing as I believe XXXX XXXX was committing fraud against me in the mortgage transaction by increasing her fees outside of the original agreement. please review all documents attached.","date_sent_to_company":"2026-05-12T13:44:59.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"Conventional home mortgage","zip_code":"43213","tags":null,"has_narrative":true,"complaint_id":"22113189","timely":"No","company_response":"Untimely response","submitted_via":"Web","company":"Rapid Mortgage Company","date_received":"2026-05-12T13:17:07.000Z","state":"OH","company_public_response":null,"sub_issue":"Changes in loan terms during the application process"},"highlight":{"complaint_what_happened":["I contacted <em>rapid</em> mortgage and completed and application online in XX/XX/year> and was assigned to the XXXX XXXX. i was given the loan terms and the fees associated with the loan I was sent three different term sheets with the origination fees and the pre-payment years on the loan. the term sheet had options for a 1 year prepayment penalty, a 3 year pre-payment penalty and a 5 year pre payment penalty. I choose to go with the 3 year pre payment penalty and notified the lender of my choice."],"company":["<em>Rapid</em> Mortgage Company"]},"sort":[14.587579,"22113189"]},{"_index":"complaint-public-v1","_id":"4466923","_score":14.532373,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"Wells Fargo called excessively from XXXX to XXXX XXXX to XXXX, 3 different numbers up to 15x a day, disrupting my workflow. \n\nIn XXXX, I was told that because I am on Pandemic unemployment and because my small business suffered that they would repossess my car and I should take all my landscape tools out of car. \n\nThen the Executive office would say don't worry, we don't want to repossess your car. Talk to XXXX XXXX XXXX, this would go on for months in between threats my car would be taken away because I am a small business owner and XXXX worker on pandemic unemployment. \n\nThis was after I made 2 payments in XXXX which they said they these were to catch up and the executive office was working on my case. \n\nLetters I were sent please contact we will work with you. No one worked with me, I was threatened daily while being XXXX. Day my car was repossessed an individual from towing company reamed me out for taking a 20 min break to study for 2 tests I had to take for XXXX XXXX XXXX XXXX and XXXX XXXX - so I help with the XXXX  of residents in NC as well as studying for the XXXX XXXX XXXX XXXX XXXX XXXX for XXXX XXXX XXXX XXXX. \n\nWhich I was up for 72 hours working and studying as well as sorting through all the bills Wells Fargo resent me. \n\nAs a XXXX  and XXXX survivor as well as XXXX worker, small business owner whom is XXXX XXXX XXXX with XXXX, totally disgusted with Wells Fargo and who they partner to business with.","date_sent_to_company":"2021-06-16T07:02:10.000Z","issue":"Struggling to pay your loan","sub_product":"Loan","zip_code":"28078","tags":null,"has_narrative":true,"complaint_id":"4466923","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2021-06-16T06:05:52.000Z","state":"NC","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Denied request to lower payments"},"highlight":{"complaint_what_happened":["Wells Fargo called excessively from XXXX to XXXX XXXX to XXXX, 3 different numbers up to 15x a day, disrupting my <em>workflow</em>. \n\nIn XXXX, I was told that because I am on Pandemic unemployment and because my small business suffered that they would repossess my car and I should take all my landscape <em>tools</em> out of car. \n\nThen the Executive office would say don't worry, we don't want to repossess your car."]},"sort":[14.532373,"4466923"]},{"_index":"complaint-public-v1","_id":"5354001","_score":14.468577,"_source":{"product":"Mortgage","complaint_what_happened":"On XX/XX/XXXX we closed on a house through a VA loan with Rapid Mortgage Company and the Loan Officer was XXXX XXXX  NMLS # XXXX. Everything went as planned. In the Spring of XXXX, we were solicited by XXXX XXXX to refinance our loan in order to lower our rate and our mortgage payment. We agreed to do it so soon ( 6 months after original loan ) ONLY if it significantly reduced our monthly payment. XXXX told us it would, so we started the process and gathered the necessary documents and completed the necessary steps. \n\nWe didnt close till around the 3rd week of XX/XX/XXXX while we were on vacation in XXXX XXXX SC as a result of delays in paperwork from XXXX XXXX As far as we knew everything went as planned again. In XX/XX/XXXX when our mortgage payment was drafted it was almost double the previous 12 months amount. I immediately called my mortgage company and come to find out the mortgage company ( The XXXX XXXX ) had sent us documentation notifying us that our Escrow account was not funded properly and had a XXXX escrow balance shortage. \n\nAs a result, they took the negative amount, divided it by 6 payments and added it to our existing mortgage till the escrow was back in the black. This made our mortgage payment go from {$2300.00} ( XX/XX/XXXX ) to {$3700.00} ( XX/XX/XXXX ) resulting in a {$1400.00} monthly increase. After discussing it with our mortgage companyXXXX XXXX XXXX, we discovered that the property taxes were not carried over from the original loan to the refinance causing the major deficit. We couldnt afford that kind of increase and were advised by our mortgage company to reach out to the loan originator- Rapid Mortgage Company since it was ultimately an error made by them resulting in a bad loan. I first contacted the Loan Officer XXXX and was told that it would be covered by errors and omissions insurance, but she was unsure whos it would fall under, so I just went ahead and contacted them directly. \n\nI first contacted Rapid Mortgage Company by email multiple times asking for them to contact me to see if we could work anything out but got no reply. So, I called and spoke to the receptionist I believe her name was XXXX XXXX. She sent me to the voicemail of the person that could help me- XXXX XXXX but said he was out sick with possible covid quarantine so wasnt sure when he would be able to help me, I left a voicemail. I waited a day or two and when I hadnt received a call I called back, got sent to his voicemail again and left another message. Waited a day or two and still didnt get response so I tried again. XXXX tried other gentlemen with the name XXXX XXXX, left a voicemail and never received a call back. I called yet again, and XXXX took down all my info and was going to email it to an internal dept that she thought could help me as a last resort since I couldnt get anyone on the phone. \n\nAt that point I started calling every day at different times. The first couple times XXXX answered my calls and had no updates for me. Eventually she got frustrated with me and stopped answering my phone calls altogether. I verified this by calling from my husbands phone number which she answered followed by me calling again one day and got no answer, so I immediately hung up the phone and dialed *67 and called back and she answered right away. The sound of surprise and frustration in her voice told me she was screening. I expressed my frustration with not receiving any communication back from Rapid Mortgage Company and was returned with equal frustration that no one would call me back and that I kept calling her every day and bothering her when she wasnt able to help me. I then asked her who else I could talk to like her boss boss and was told there was no one else. She basically said I dont know why they arent calling you back, I dont know what else to do so please stop calling me. \n\nIt was clear I wasnt going to get anywhere with them so I reached out to another loan officer with XXXX XXXX XXXX XXXX to see if we could refinance the escrow shortage into the mortgage. After running the numbers, he told me that it was possible but that it would be at a significant money loss. \n\nNext step I contacted XXXX XXXX XXXX  and let them know I was unsuccessful in my attempts to work something out with Rapid Mortgage Company and asked if there was anything they could do- they suggested to submit the Loss Mitigation paperwork to see if we qualified for any assistance. After months of waiting and sending in additional documentation we were told we did not qualify for any assistance. I called again to speak with a representative to appeal the decision and was granted a stay of execution due to pay decreases as a result of covid. However, that stay is over come next month when a lump sum will be due so Im reaching out as a last resort to please beg them to help fix a mistake they made putting us in this financial demise. \n\nI have documentation to support my claim!","date_sent_to_company":"2022-03-23T00:35:35.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"VA mortgage","zip_code":"28120","tags":"Servicemember","has_narrative":true,"complaint_id":"5354001","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Rapid Mortgage Company","date_received":"2022-03-22T23:38:20.000Z","state":"NC","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["On XX/XX/XXXX we closed on a house through a VA loan with <em>Rapid</em> Mortgage Company and the Loan Officer was XXXX XXXX  NMLS # XXXX. Everything went as planned. In the Spring of XXXX, we were solicited by XXXX XXXX to refinance our loan in order to lower our rate and our mortgage payment. We agreed to do it so soon ( 6 months after original loan ) ONLY if it significantly reduced our monthly payment."],"company":["<em>Rapid</em> Mortgage Company"]},"sort":[14.468577,"5354001"]},{"_index":"complaint-public-v1","_id":"3109575","_score":14.468577,"_source":{"product":"Mortgage","complaint_what_happened":"XX/XX/XXXX : closed on home ( FHA/fixed rate 30 year loan with escrow ) XX/XX/XXXX : 1st Payment set at {$1400.00} a month ) with Rapid Mortgage XX/XX/XXXX : receive notice our loan is being transferred to XXXX XX/XX/XXXX : receive letter stating our monthly mortgage statement is increasing to {$1700.00} XX/XX/XXXX : receive tax bill stating we are past due XX/XX/XXXX : Call XXXX  and I'm told all taxes are paid, we have a shortage and this is why we have a significant increase in our monthly mortgage payment. I am also told to request a Escrow Spread of 24 months to lower our monthly mortgage payment back down. \nXX/XX/XXXX : reach out to Rapid Mortgage and they investigate XX/XX/XXXX : make payment to XXXX for XXXX while Rapid Mortgage is investigating. Rapid Mortgage then sends a check of {$620.00} to reimburse us and write another check of {$780.00} stating that they miscalculated the taxes at closing XX/XX/XXXX : I send the check to XXXX, I wait a week and follow up as it was never showing in escrow. \nXX/XX/XXXX : I call XXXX and I'm told they received it and that everything is correct. \nXX/XX/XXXX : I call XXXX again as the check of {$780.00} is still not showing in escrow. I am told that it wasn't allocated in the proper place. Stated they would correct it. They did. It showed in Escrow the next day. \nXX/XX/XXXX : XXXX adjust our monthly payment to {$1300.00}. ( I'm thinking because the escrow finally got straightened out ), I call and confirm my theory with customer service. \nXX/XX/XXXX : receive letter from XXXX that our monthly mortgage payment is now increasing to {$1800.00} and that it is due to an Escrow Shortage of {$3400.00}. \nXX/XX/XXXX : I reached out to XXXX requesting an Escrow statement and for explanation as to why an entire years taxes is showing as the shortage amount, I was provided an Escrow statement ( that makes no sense to me ) and told that there wasn't enough escrow payment per month to cover taxes. \nXX/XX/XXXX : I reach out to Rapid Mortgage. They did a brief look at the situation and stated that it is no longer their problem and that I need to work it out with the escrow department with XXXX and that my monthly payment should be about {$1600.00} a month based on the numbers they are looking at due to tax increase. ( Taxes have gone up a {$1000.00} since closing XX/XX/XXXX due to value of home increase. ) XX/XX/XXXX : reached back out to Rapid Mortage requesting that they correct the error made at closing regarding our Escrow shortage. They estimated our Escrow at {$160.00} a month and this is not enough to cover PMI, Home Insurance and taxes. Therefore, why we are having a significant increase in our monthly payment.","date_sent_to_company":"2018-12-26T18:43:53.000Z","issue":"Trouble during payment process","sub_product":"FHA mortgage","zip_code":"45014","tags":null,"has_narrative":true,"complaint_id":"3109575","timely":"No","company_response":"Closed with explanation","submitted_via":"Web","company":"Rapid Mortgage Company","date_received":"2018-12-26T17:34:06.000Z","state":"OH","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["XX/XX/XXXX : I reach out to <em>Rapid</em> Mortgage."],"company":["<em>Rapid</em> Mortgage Company"]},"sort":[14.468577,"3109575"]},{"_index":"complaint-public-v1","_id":"14990146","_score":14.46064,"_source":{"product":"Credit card","complaint_what_happened":"I am submitting a complaint against Self Financial ( Self.inc ) regarding their secured credit card product. I believe I have been unfairly charged and misled about the purpose and operation of this card Here are the details of my complaint : Excessive Interest and Fees : I am being charged a high interest rate, approximately 20 % or more on this secured card, despite it being marketed as a tool to help build credit. Additionally, I am also being charged an annual fee just to use the service. These charges seem excessive and counterproductive for a product that is supposed to aid consumers with building credit. \nPenalties for Declined Payments : I have also noticed that if a payment is declined, I am charged additional fees. This practice feels punitive and again undermines the purpose of credit building. Rather than helping, it creates more financial stress and damages credit scores. \nRequest for Refund and Explanation : I believe these fees are unfair and request a refund of the excessive charges incurred. I also request that Self Financial provide a clear explanation as to how this service is structured to help build credit when the high interest and fees are doing more harm than good. \nIn my view, Self Financials practices are misleading and financially harmful, especially to those who are already vulnerable or trying to repair their credit. \n\nPlease investigate this matter, and I request that Self Financial respond to this complaint with transparency and fairness.","date_sent_to_company":"2025-07-31T23:50:39.000Z","issue":"Fees or interest","sub_product":"General-purpose credit card or charge card","zip_code":"21060","tags":null,"has_narrative":true,"complaint_id":"14990146","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Self Financial Inc.","date_received":"2025-07-31T23:42:38.000Z","state":"MD","company_public_response":null,"sub_issue":"Charged too much interest"},"highlight":{"complaint_what_happened":["I believe I have been unfairly charged and misled about the purpose and operation of this card Here are the details of my complaint : Excessive Interest and Fees : I am being charged a high interest rate, approximately 20 % or more on this secured card, despite it being marketed as a <em>tool</em> to help <em>build</em> credit. Additionally, I am also being charged an annual fee just to use the service."]},"sort":[14.46064,"14990146"]},{"_index":"complaint-public-v1","_id":"19300968","_score":14.452581,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"I was defrauded through impersonation of Robinhood support, leading to unauthorized crypto transfers from my Robinhood Wallet. The scam relied on Robinhood branding and realistic workflows. No real-time warning or intervention occurred. Robinhood has declined responsibility without addressing impersonation or consumer protection failures.","date_sent_to_company":"2026-02-10T13:01:12.000Z","issue":"Fraud or scam","sub_product":"Virtual currency","zip_code":"11211","tags":null,"has_narrative":true,"complaint_id":"19300968","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ROBINHOOD MARKETS INC.","date_received":"2026-02-06T12:58:24.000Z","state":"NY","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["The scam relied on Robinhood branding and realistic <em>workflows</em>. No real-time warning or intervention occurred. Robinhood has declined responsibility without addressing impersonation or consumer protection failures."]},"sort":[14.452581,"19300968"]},{"_index":"complaint-public-v1","_id":"3261268","_score":14.369736,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"Today I tried to temporarily unfreeze my account. I gave the representative my ten digit pin and answered a barrage of questions about my present and past loans, as well as ss #, dob, and address. I was told I did not pass the verification of my identity, and would have to wait 5 to 7 business days after submitting a copy of my ss # and driver 's license via fax to get a response. This is untenable for a business that builds their business revenue model around rapid access to employee info. and suggests more of an XXXX attitude to the general public who do not have to pay for this service. I needed access to my credit report ASAP and what I got was beaureaucratic subterfuge. Suggests to me that Equifax does not care what we think and will hide behind the screen of \" protecting credit information '' in order to drag its feet. This is the era of 1 to 2 seconds. Why is it taking 5 - 7 days. Why any waiting time to access my information when I answered all of the questions factually?","date_sent_to_company":"2019-06-01T21:50:58.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"30013","tags":null,"has_narrative":true,"complaint_id":"3261268","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2019-06-01T21:31:44.000Z","state":"GA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["This is untenable for a business that <em>builds</em> their business revenue model around <em>rapid</em> access to employee info. and suggests more of an XXXX attitude to the general public who do not have to pay for this service. I needed access to my credit report ASAP and what I got was beaureaucratic subterfuge. Suggests to me that Equifax does not care what we think and will hide behind the screen of \" protecting credit information '' in order to drag its feet. This is the era of 1 to 2 seconds."]},"sort":[14.369736,"3261268"]},{"_index":"complaint-public-v1","_id":"3859223","_score":14.29442,"_source":{"product":"Money transfer, virtual currency, or money service","complaint_what_happened":"Consider this an addendum, but not duplication of complaint XXXX. The company 's response misrepresents the order of events and occludes the complaint in legal jargon and indirectly related policy. This complaint centers on the misrepresentation to the cfpb of the order events in their response to my original complaint. \n\nIn the response my transfer to my son is labeled as \" Payment 1 '' when in fact it happened after the mistaken transfer, this misrepresents the order of events to shift blame to me, it should in fact be labeled \" Payment 2 ''. My son needed financial aid due to income loss during the pandemic. We spoke on the phone and he gave me an email address that I was not very familiar with, leaving out one letter. \nDuring the personal transfer the only recipient verification I received was that the email format is valid. There was no validation of who that email represented. \nDuring the process of sending personal funds transfer, my son sent a request for funds to me, which I did not see until after the mistaken transaction completed. The \" send personal money '' workflow I was in was not interrupted, I was not notified of the request until that mistaken transaction completed. I was not allowed to verify the identity of the actual first transaction, that resulted in a mistaken loss of {$1000.00}. This is a flaw in the workflow and as it is an complete omission from the process, could not trigger an any logical or code based error. ( as referenced in their response ) After the mistaken transaction was completed, and only after, did I send my son {$500.00} based on that request. He clearly was still in financial jeopardy, and I I still needed to provide help. This is in fact transaction # 2 and in their CFPB response they switch the order, and labeled it \" Payment 1 '' to bolster their argument. This is incorrect and misrepresentation, they talk about unrelated policy on Consumer to Business transactions, I guess as filler, this is a person to person transaction. They failed to allow me to verify the recipient of the actual \" Payment 1 '' to \" XXXX XXXX '' ( who is not known to me ), and they do not notify you of incoming payment requests, if you are in a transfer workflow. They then point to their EULA as justification for not meeting basic transactional responsibility. I can imagine no other reputable transaction where I can not verify the recipient of funds, personal or business. This is flaw in workflow design and I should be refunded. This is a failure on their part to provide a necessary, basic mechanism for verification that companies like XXXX and XXXX XXXX provide. I feel their response is dishonest and would like the CFPB to demand an honest response. It's clear from online reviews, discussions with PayPal phone help and their fear of setting precedent of refund -- that this happens regularly. Many people are effected, and I can only imagine the amounts of money involved globally. I also wonder if misrepresenting the order of events to a governmental agency is criminal or not?","date_sent_to_company":"2020-09-22T15:36:10.000Z","issue":"Other transaction problem","sub_product":"Domestic (US) money transfer","zip_code":"32250","tags":null,"has_narrative":true,"complaint_id":"3859223","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Paypal Holdings, Inc","date_received":"2020-09-22T15:01:26.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["This is a flaw in the <em>workflow</em> and as it is an complete omission from the process, could not trigger an any logical or <em>code</em> based error. ( as referenced in their response ) After the mistaken transaction was completed, and only after, did I send my son {$500.00} based on that request. He clearly was still in financial jeopardy, and I I still needed to provide help."]},"sort":[14.29442,"3859223"]},{"_index":"complaint-public-v1","_id":"18114084","_score":14.28458,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"Operation : Suppress Back What Happened Google Docs operates like a third-party appeven within Googles own infrastructure. Despite users being signed into their Google Account, Docs frequently fails to inherit native permissions or authentication continuity. This results in upload failures, session errors, and syncing conflicts that affect high-volume documentation workflows. XXXX XXXX has experienced persistent blocks when uploading critical files, even though his identity is valid and authenticated. This breakdown is traced to Google Docs fragmented architecture : it splits identity layers and hijacks file access as if it were a separate service. As a result, essential uploadssuch as legal documents, regulatory complaints, and timeline evidenceare interrupted or lost. These failures are compounded on XXXX, where third-party app permissions ( XXXX XXXX, XXXX, and XXXX XXXXXXXX XXXX ) become misaligned. Googles failure to unify its file infrastructure across services leads to systemic user disruptionparticularly when tied to urgent workflows.","date_sent_to_company":"2025-12-02T22:41:24.000Z","issue":"Problem with fraud alerts or security freezes","sub_product":"Credit reporting","zip_code":"75703","tags":null,"has_narrative":true,"complaint_id":"18114084","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Google Compare Credit Cards Inc.","date_received":"2025-12-02T22:37:32.000Z","state":"TX","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["Googles failure to unify its file infrastructure across services leads to systemic user disruptionparticularly when tied to urgent <em>workflows</em>."]},"sort":[14.28458,"18114084"]},{"_index":"complaint-public-v1","_id":"13811607","_score":14.2073555,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"XXXX is reporting a {$1000.00} installment loan as charged off on my credit report. However, I never received any loan funds or disbursement. I believed I was signing up for a credit builder product, where I would make regular payments to build credit, not receive a loan. \n\nI disputed the account through Experian, but it came back as verified, with no evidence provided to support disbursement of loan funds. I have checked my personal bank records and never received any deposits or access to this loan. I believe this account is being misreported as a defaulted loan when no money was ever issued to me. \n\nThis is inaccurately harming my credit and reducing my access to critical financial tools like auto financing. I am requesting either verified documentation of loan disbursement ( account and transfer information ), or full removal of this account from my credit reports. \n\nThank you for your help in resolving this matter.","date_sent_to_company":"2025-05-30T12:48:38.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"46060","tags":null,"has_narrative":true,"complaint_id":"13811607","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2025-05-30T12:48:14.000Z","state":"IN","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Account information incorrect"},"highlight":{"complaint_what_happened":["This is inaccurately harming my credit and reducing my access to critical financial <em>tools</em> like auto financing. I am requesting either verified documentation of loan disbursement ( account and transfer information ), or full removal of this account from my credit reports. \n\nThank you for your help in resolving this matter."]},"sort":[14.2073555,"13811607"]},{"_index":"complaint-public-v1","_id":"16219141","_score":14.195597,"_source":{"product":"Checking or savings account","complaint_what_happened":"I work nightshift as a XXXX, so I'm working XXXX hours, have to drive home and often rapidly prepare for my next shift. \n\nOver a week ago, I somehow locked myself out of my account. \nI have tried resetting my password with my account information and XXXX 's online tool will not accept my account information. I can not reset my password on my own. \n\nRecently, XXXX dramatically changed their customer service hours, including for online support. Their hours are standard Monday - Friday until XXXX. \n\nMost days I sleep until XXXX, and by the time I wake up and begin functioning like a human being again, it's past XXXX. \n\nTherefore I haven't been able to log into my account for almost XXXX weeks. Luckily, my wife 's access to our account is available so I can still manage our funds, but it's pretty sad that XXXX offers no other way to manage online accounts. It would be extremely distressing if I had absolutely no way to access my funds.","date_sent_to_company":"2025-09-27T22:35:30.000Z","issue":"Managing an account","sub_product":"Checking account","zip_code":"33884","tags":null,"has_narrative":true,"complaint_id":"16219141","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"FIFTH THIRD FINANCIAL CORPORATION","date_received":"2025-09-27T22:27:00.000Z","state":"FL","company_public_response":null,"sub_issue":"Problem accessing account"},"highlight":{"complaint_what_happened":["I work nightshift as a XXXX, so I'm working XXXX hours, have to drive home and often <em>rapidly</em> prepare for my next shift. \n\nOver a week ago, I somehow locked myself out of my account. \nI have tried resetting my password with my account information and XXXX 's online <em>tool</em> will not accept my account information. I can not reset my password on my own. \n\nRecently, XXXX dramatically changed their customer service hours, including for online support."]},"sort":[14.195597,"16219141"]},{"_index":"complaint-public-v1","_id":"13810713","_score":14.184046,"_source":{"product":"Credit reporting or other personal consumer reports","complaint_what_happened":"MoneyLion is reporting a {$1000.00} installment loan as charged off on my credit report. However, I never received any loan funds or disbursement. I believed I was signing up for a credit builder product, where I would make regular payments to build credit, not receive a loan. \n\nI disputed the account through XXXX, but it came back as verified, with no evidence provided to support disbursement of loan funds. I have checked my personal bank records and never received any deposits or access to this loan. I believe this account is being misreported as a defaulted loan when no money was ever issued to me. \n\nThis is inaccurately harming my credit and reducing my access to critical financial tools like auto financing. I am requesting either verified documentation of loan disbursement ( account and transfer information ), or full removal of this account from my credit reports. \n\nThank you for your help in resolving this matter.","date_sent_to_company":"2025-05-30T12:48:39.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"46060","tags":null,"has_narrative":true,"complaint_id":"13810713","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"MoneyLion Inc.","date_received":"2025-05-30T12:35:36.000Z","state":"IN","company_public_response":"Company believes it acted appropriately as authorized by contract or law","sub_issue":"Account information incorrect"},"highlight":{"complaint_what_happened":["This is inaccurately harming my credit and reducing my access to critical financial <em>tools</em> like auto financing. I am requesting either verified documentation of loan disbursement ( account and transfer information ), or full removal of this account from my credit reports. \n\nThank you for your help in resolving this matter."]},"sort":[14.184046,"13810713"]},{"_index":"complaint-public-v1","_id":"1461609","_score":14.131144,"_source":{"product":"Mortgage","complaint_what_happened":"HI, I had my mortgage with XXXX XXXX XXXX, it was sold to Nation Star.. \nin the past with XXXX XXXX XXXX website i had a lot of options, and information about my mortgage for example i was able to make extra payments and see in real time the Amortization calculator of my loan, as well when my Home Owners Insurance and Taxes were paid. \nNation Star has a very poor Website, and a very poor customer service they are only available from XXXX to XXXX ET. \nI understand there is laws that allows mortgage companies to sell the mortgages, but the other mortgages institutions should offer AT Least the same tools and options to manage our most important asset which is our home. \n\nWhen i called customer service they told me that at the moment they do n't have that option in their website ... .. its 2015 Nation Star please hire some to build a decent website to server your customers.","date_sent_to_company":"2015-07-16T23:23:49.000Z","issue":"Loan servicing, payments, escrow account","sub_product":"FHA mortgage","zip_code":"79934","tags":null,"has_narrative":true,"complaint_id":"1461609","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NATIONSTAR MORTGAGE LLC","date_received":"2015-07-10T04:51:00.000Z","state":"TX","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I understand there is laws that allows mortgage companies to sell the mortgages, but the other mortgages institutions should offer AT Least the same <em>tools</em> and options to manage our most important asset which is our home. \n\nWhen i called customer service they told me that at the moment they do n't have that option in their website ... .. its 2015 Nation Star please hire some to <em>build</em> a decent website to server your customers."]},"sort":[14.131144,"1461609"]},{"_index":"complaint-public-v1","_id":"8953454","_score":13.886919,"_source":{"product":"Mortgage","complaint_what_happened":"On XX/XX/year>, I submitted an application for a refinance mortgage with Carrington Mortgage. I spoke to an individual that said that my credit score was XXXX. I asked to see my credit score which he would not provide. Carrington Mortgage advertises that they accept credit scores as low as XXXX. Also, I inquired about rapid rescore when he told me that my credit score was too low. It was only then when he disclosed this option and sent an email appearing to use a tool provided by credit expert, to assist potential borrowers in increasing their credit score. In providing the steps that he claimed should be pursued could actually in fact lower my credit score, pushing me further from getting approved. My complaint is that this individual discriminated against me, a XXXX XXXXXXXX XXXX, by not readily providing information that could help me qualify for a loan. Further, the fact that a score of XXXX and the lender advertises that scores can be as low as XXXX, but refuses to provide and encourage, but uses company resources to in fact discourage the approval of an otherwise obtainable loan. I further indicated that I currently have a mortgage loan on my property that I would be paying off, which is not showing on my credit report but could be easily verified.","date_sent_to_company":"2024-05-07T16:47:02.000Z","issue":"Applying for a mortgage or refinancing an existing mortgage","sub_product":"FHA mortgage","zip_code":"48235","tags":null,"has_narrative":true,"complaint_id":"8953454","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CARRINGTON MORTGAGE SERVICES, LLC","date_received":"2024-05-07T16:16:39.000Z","state":"MI","company_public_response":null,"sub_issue":"Trying to communicate with the company to fix an issue with the application process"},"highlight":{"complaint_what_happened":["Also, I inquired about <em>rapid</em> rescore when he told me that my credit score was too low. It was only then when he disclosed this option and sent an email appearing to use a <em>tool</em> provided by credit expert, to assist potential borrowers in increasing their credit score. In providing the steps that he claimed should be pursued could actually in fact lower my credit score, pushing me further from getting approved."]},"sort":[13.886919,"8953454"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":57076,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":36853},{"key":0,"key_as_string":"false","doc_count":20223}]}},"product":{"doc_count":36853,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Debt collection","doc_count":18199,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Credit card debt","doc_count":5075},{"key":"I do not know","doc_count":4370},{"key":"Other debt","doc_count":3167},{"key":"Medical debt","doc_count":1645},{"key":"Auto debt","doc_count":1071},{"key":"Payday loan debt","doc_count":698},{"key":"Telecommunications debt","doc_count":560},{"key":"Mortgage 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