{"took":285,"timed_out":false,"_shards":{"total":5,"successful":5,"skipped":0,"failed":0},"hits":{"total":{"value":150,"relation":"eq"},"max_score":null,"hits":[{"_index":"complaint-public-v1","_id":"9525837","_score":19.479725,"_source":{"product":"Mortgage","complaint_what_happened":"XX/XX/year> I entered into a XXXX XXXX Loan where they give me an equity loan and the repayment is based on an amount of the value the equity of the home has grown between start and payoff. I was told that I could make payments on this loan or I didnt have to. I was told I could refi my house and pay it off or sell my house and pay it off. I recently opened a second mortgage to consolidate debt and XXXX XXXX required me to pay this point loan off. I ordered a payoff statement from XXXX. They sent a payoff schedule that the rates change on from week to week. 1 month after payoff schedule was sent, XXXX XXXX sent a layoff check to XXXX. XXXX returned the check stating that they do not take partial payments ( account has to be paid in full ) but their system makes it almost impossible to pay in full as the amounts change almost daily. XXXX  ALSO GOES OFF OF ITS OWN INTERNAL APPRAISAL for properties, meaning they attach their own values to your home. For example, when I started this process they valued my home at {$XXXX}. Fast forward XXXX years and theyre valuing my home at {$XXXX}. And I have to pay a percentage of the difference. Which they decide and if I dont pay in full they wont accept the payment. I feel like I am trapped by this point loan. Im trying to make the right decision but with their assessed value changing so often I cant even save up enough money to get it paid off. They undervalued my home at the time of the loan, by about {$XXXX} so immediately they made money off me.","date_sent_to_company":"2024-07-16T23:11:31.000Z","issue":"Trouble during payment process","sub_product":"Other type of mortgage","zip_code":"80504","tags":null,"has_narrative":true,"complaint_id":"9525837","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"RoundPoint Mortgage Servicing LLC","date_received":"2024-07-16T22:56:23.000Z","state":"CO","company_public_response":null,"sub_issue":"Fees charged"},"highlight":{"complaint_what_happened":["They sent a <em>payoff</em> schedule that the rates <em>change</em> on from week to week. 1 month after <em>payoff</em> schedule was sent, XXXX XXXX sent a layoff check to XXXX. XXXX returned the check stating that they do not take partial payments ( account has to be paid in full ) but their system <em>makes</em> it almost impossible to pay in full as the amounts <em>change</em> almost daily. XXXX  ALSO GOES OFF OF ITS OWN INTERNAL APPRAISAL for properties, meaning they attach their own values to <em>your</em> home."]},"sort":[19.479725,"9525837"]},{"_index":"complaint-public-v1","_id":"3039113","_score":16.333029,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"On XX/XX/XXXX, we paid off our mortgage loan balance pursuant to the instructions and total payoff amount provided to us by Ocwen, LLC. At the time we were informed that, within the next 3 to 6 months, we would receive paperwork showing that the loan had been satisfied and paid in full.\n\nIt has now been OVER ONE YEAR and we have not received any documentation showing the mortgage has in fact been \" paid in full, '' or have the deed/title indicating the change in ownership, i.e., its ours. To make matters worse, the loan continues to appear as an outstanding debt on both our individual and joint credit reports at an amount even higher than the payoff amount.\n\nOcwen failed to fulfill its obligations to us, just as it had throughout the entire time it serviced our mortgage. ( If you so desire, we would be happy to provide you with detailed documentation regarding Ocwens failures dating back to at least XXXX after it acquired our loan from XXXX ). \n\nFor now, we ask your help in directing Ocwen to do what should have been accomplished 6 to 9 months ago : provide documentation/paperwork showing that our mortgage has been paid in full, and remove the mortgage from our credit report ( s ) as an outstanding debt.","date_sent_to_company":"2018-10-06T16:29:25.000Z","issue":"Incorrect information on your report","sub_product":"Credit reporting","zip_code":"37167","tags":null,"has_narrative":true,"complaint_id":"3039113","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Ocwen Financial Corporation","date_received":"2018-10-06T16:02:13.000Z","state":"TN","company_public_response":null,"sub_issue":"Account information incorrect"},"highlight":{"complaint_what_happened":["For now, we ask <em>your</em> help in directing Ocwen to do what should have been accomplished 6 to 9 months ago : provide documentation/paperwork showing that our mortgage has been paid in full, and remove the mortgage from our credit report ( s ) as an outstanding <em>debt</em>."],"issue":["Incorrect information on <em>your</em> report"]},"sort":[16.333029,"3039113"]},{"_index":"complaint-public-v1","_id":"10048058","_score":16.159777,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"Ally Bank was my lienholder on a XXXX XXXX XXXX ( VIN XXXX ). The truck was sold to XXXX and the XXXX XXXX XXXX was fully executed by all parties on XX/XX/XXXX ( copy of this executed document attached ). Per the terms of this agreement, in this directly relevant section of the paragraph identified as XXXX XXXX, it states : XXXX will pay the amount of the liens obtained from the lienholder ( XXXX ) on your behalf, as reflected in Line ( XXXX ) ( Estimated Payoff ). You authorize XXXX to contact the lienholder ( XXXX ) to obtain whatever information is necessary to pay off the liens and transfer title and you give the lienholder ( XXXX ) authorization to release information to XXXX. The Estimated Payoff may be greater or less than the amount that is actually due to the lienholder ( XXXX ) to transfer title ( Actual Payoff ). You agree to pay XXXX the difference between the Estimated Payoff and the Actual Payoff plus any additional costs incurred by XXXX, upon demand. In order for you to transfer a marketable certificate of title, all lines on the Vehicle must be paid. If the Actual Payoff is less than the Estimated Payoff, you will receive a refund of the difference from your lienholder. \nIf you notice in the attached Vehicle Purchase Agreement, there was XXXX in this vehicle i.e. enough to fully pay all liens on the vehicle.. An Actual Payoff amount includes all principal, interest AND FEES owed to the lienholder. Neither I, nor XXXX, were EVER contacted by Ally to make us aware of any remaining balance owed on the vehicle, etc. XXXX were we contacted by XXXX to make us aware of any remaining balance owed to the lender that would prevent them from obtaining the tile to this vehicle and completing the transaction as contracted. The title of the XXXX XXXX Tundra WAS IN FACT RELEASED BY ALLY BANK TO XXXX. XXXX purchases vehicles with the intent to resell them. which would require a clear title. \nFast forward to XXXX of XXXX when I, XXXX XXXX, go to purchase another vehicle and my credit report is pulled ( relevant section of my credit report is ALSO attached ) and there is a {$660.00} balance showing owed from Ally Bank. The last payment is reported as being received on XX/XX/XXXX. This is only two calendar days following the executed Vehicle Purchase Agreement from XXXX. This remaining balance was never disclosed to us in writing, and it wasnt per the terms of the purchase agreement, if money was owed on the vehicle above the amount XXXX received from Ally Bank, then the title to the truck should not have been released by the bank, it wouldnt be a clear title, and a XXXX would remain. \nAlly Bank never notified us of a balance, and strangely, left this {$660.00} balance to be reported on my credit report from XXXX of XXXX through XX/XX/XXXX, which they charged off as bad debt. However, they ONLY reported late payments to the bureau in XXXX, XXXX, XXXX, & XXXX of XXXX. Except for those months, they reported to the bureaus as paying as agreed but the balance never changed.","date_sent_to_company":"2024-09-06T01:14:09.000Z","issue":"Problems at the end of the loan or lease","sub_product":"Loan","zip_code":"77385","tags":null,"has_narrative":true,"complaint_id":"10048058","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ALLY FINANCIAL INC.","date_received":"2024-09-06T01:01:58.000Z","state":"TX","company_public_response":null,"sub_issue":"Problem with paying off the loan"},"highlight":{"complaint_what_happened":["If the Actual <em>Payoff</em> is less than the Estimated <em>Payoff</em>, you will receive a refund of the difference from <em>your</em> lienholder. \nIf you notice in the attached Vehicle Purchase Agreement, there was XXXX in this vehicle i.e. enough to fully pay all liens on the vehicle.. An Actual <em>Payoff</em> amount includes all principal, interest AND FEES owed to the lienholder. Neither I, nor XXXX, were EVER contacted by Ally to <em>make</em> us aware of any remaining balance owed on the vehicle, etc."]},"sort":[16.159777,"10048058"]},{"_index":"complaint-public-v1","_id":"6803046","_score":15.646905,"_source":{"product":"Payday loan, title loan, or personal loan","complaint_what_happened":"I had applied and taken out a title loan with title max, in which I go to make my payments faithfully every month never been late and had only one time where I paid it on the due date. I go to check when my next payment is due and noticed that my payoff amount isnt going down and was only showing at the time that only {$100.00} debt has been made into it when my payment is over that amount on a monthly basis so I was confused. So then i called the branch in which I had asked what was the reason for my loan amount getting higher when payments are being made and never been late nor missed? They told me that you have to pay more than your monthly amount or we get charged more fees. I then was mad and went and relooked over my agreement paperwork and seen they have my loan payoff at XXXX and change when my loan was only XXXX and the percentage rate was over 40 %. This has been absolutely awful because now I feel trapped and in fear of losing my vehicle because no matter how much I pay it off its never going down and I dont have enough to pay it off all at once otherwise I would of done that. This is just ridiculous and unfair and I think this is being done illegally and taking advantage of people to steal their cars from them.","date_sent_to_company":"2023-04-07T00:04:06.000Z","issue":"Charged fees or interest you didn't expect","sub_product":"Title loan","zip_code":"32725","tags":null,"has_narrative":true,"complaint_id":"6803046","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TMX Finance LLC","date_received":"2023-04-06T23:50:51.000Z","state":"FL","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["They told me that you have to pay more than <em>your</em> monthly amount or we get charged more fees. I then was mad and went and relooked over my agreement paperwork and seen they have my loan <em>payoff</em> at XXXX and <em>change</em> when my loan was only XXXX and the percentage rate was over 40 %."]},"sort":[15.646905,"6803046"]},{"_index":"complaint-public-v1","_id":"1520974","_score":15.258976,"_source":{"product":"Debt collection","complaint_what_happened":"In 2007 I purchased a condo in XXXX and took out a mortgage with mortgage company XXXX. About 2 years later, that company filed for bankruptcy and reorganized under the name XXXX. The statement looked the same but were in a different color. I was suspicious but continued to make payments. Three months ago I received a letter from XXXX informing me that they too are filing for bankruptcy and that I am being assigned to a new agency called NationStar Mortgage. This letter also stated that payments made to XXXX would be automatically forwarded to NationStar for 60 days. The payments I continue to make to XXXX have not been cashed. \n\nI have never received any certified mail or legitimate looking paperwork from XXXX or NationStar. I just recently received the foreclosure notice on XXXX/XXXX/15 by certified mail. I then consulted an attorney who was also suspicious and told me he normally does not handle these type of problems and suggested I contact your agency for assistance. I have never received any information from the lenders bankruptcy court regarding the disposition of my debt with XXXX or XXXX. Prior to XXXX, my credit score was approximately XXXX. I obviously pay my bills. \n\nI made my mortgage payment to XXXX in XXXX, days before receiving the notice about the change over. The following month I received a letter from NationStar saying that they never received my XXXX payment and also added a late fee which probably negatively effected my credit score. In an attempt to sort out what happened, I called NationStar however, before speaking with a representative, there was a disclaimer that stated the following : \" Please be advised that NationStar is a debt collecting agency and any information provided will be used to collect that debt ''. I immediately hung up the phone. \n\nI am suspicious for two reasons. First, NationStar is listed on the Better Business Bureau with a F rating and thousands of complaints have been filed against this company. And second, I 've heard many stories of companies grouping mortgages together, selling the loans as a bundle with the buyers of that debt collecting money for properties that they do n't even have proper title to. I am concerned that when I finally pay the mortgage off, they will not have my documentation and essentially run off with the money. Additionally, on the new NationStar statement, it says \" The Principal Balance does not represent the payoff amount of your account and is not to be used for payoff purposes ''. For all these reasons, I have not made payment to NationStar. \n\nLast week I received a foreclosure document from NationStar. It states that the foreclosure will be lifted if I pay the delinquent months including late fees. The FTC website states that \" By law, a debt collector is a person who regularly collects debts owed to others. Your mortgage servicer is considered a debt collector only if your loan was in default when the servicer acquired it. '' Prior to NationStar trying to collect, my account has never been in default.","date_sent_to_company":"2015-08-16T20:59:40.000Z","issue":"Disclosure verification of debt","sub_product":"Mortgage","zip_code":"080XX","tags":null,"has_narrative":true,"complaint_id":"1520974","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"NATIONSTAR MORTGAGE LLC","date_received":"2015-08-16T20:59:39.000Z","state":"NJ","company_public_response":null,"sub_issue":"Right to dispute notice not received"},"highlight":{"complaint_what_happened":["The FTC website states that \" By law, a <em>debt</em> collector is a person who regularly collects <em>debts</em> owed to others. <em>Your</em> mortgage servicer is considered a <em>debt</em> collector only if <em>your</em> loan was in default when the servicer acquired it. '' Prior to NationStar trying to collect, my account has never been in default."],"product":["<em>Debt</em> collection"],"issue":["Disclosure verification of <em>debt</em>"]},"sort":[15.258976,"1520974"]},{"_index":"complaint-public-v1","_id":"2854702","_score":14.690672,"_source":{"product":"Payday loan, title loan, or personal loan","complaint_what_happened":"I received a check to use in the mail saying Im pre-approved for a personal loan. It said I would be getting a XXXX so I was not interested. I then received an email stating Weve lowered your rate. You will now get a XXXX I work in a XXXX XXXX myself and the fine print read Offer current as of XX/XX/2018. \n\n1 In order to consolidate an existing PenFed loan, line of credit, or credit card, the current Bill Consolidation Loan rate must be equal to or greater than the rate on your existing PenFed loan, line of credit, or credit card. No more than 50 % of Bill Consolidation Loan funds may be used to consolidate existing PenFed debt. PenFed does not permit internal refinances of an existing PenFed Personal loan or Bill Consolidation Loan. \n\nLoan amount determines term. All loans are subject to a minimum monthly payment of {$50.00}. \nQuestions or comments? Contact us. \n\nTo change your email address, please log on from our home page. This will ensure that your official records are updated. After you log on, go to \" account actions '' then \" Update Profile ''.\n\nSo this is not stating that I may not get that rate or anything. Nowhere on the email does it say as low as. I called to make sure and I was verbally told yes, I will be getting a XXXX. I deposited the money in my account of $ XXXX and when I go online, I see I have a loan of 12.99 %. Thats higher than some of the debt I want to payoff. I called and spoke to a supervisor named XXXX and he said they will not be able to honor the rate of XXXX","date_sent_to_company":"2018-03-26T18:57:12.000Z","issue":"Charged fees or interest you didn't expect","sub_product":"Installment loan","zip_code":"48146","tags":null,"has_narrative":true,"complaint_id":"2854702","timely":"Yes","company_response":"Closed with non-monetary relief","submitted_via":"Web","company":"PENTAGON FEDERAL CREDIT UNION","date_received":"2018-03-26T18:46:47.000Z","state":"MI","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":["Thats higher than some of the <em>debt</em> I want to <em>payoff</em>. I called and spoke to a supervisor named XXXX and he said they will not be able to honor the rate of XXXX"]},"sort":[14.690672,"2854702"]},{"_index":"complaint-public-v1","_id":"1712840","_score":14.457396,"_source":{"product":"Credit reporting","complaint_what_happened":"The Fair Credit Reporting Act promotes the accuracy, fairness, and privacy of information in the files of consumer reporting agencies ( CRAs ). However, despite the fact that I submitted reliable and totally factual documentation to Experian concerning my debt PayOff loan obligation to XXXX XXXX XXXX, XXXX on XXXX XXXX, XXXX via wire transfer and based upon set written guidelines criteria by said mortgage loan servicing company, Experian resolutely decides to keep erroneous & absolutely false information furnished to them by XXXX into my credit report, and same is being done by Equifax. \n\nAs a result of the aforementioned dispute case number ( XXXX ), and along side an email response via the CFPB 's website, Experian sent me the following written note, dated XXXX XXXX, XXXX & related to their Report number : XXXX : Dear ...., We have reviewed the documentation you provided with your dispute, but have determined that we are not able to use it to make the changes or deletions you requested. We are contacting the furnisher of the information or the vendor who collected the information from a public record source. When we complete our processing of your dispute, which may take up to 30 days ( or up to 45 days for a dispute of information in an annual free credit report ), we will send you the results. \n\nSubesequently, on XXXX XXXX, I received Experian final written response concerning my complaint, and which is dated XXXX XXXX, XXXX, for Report number : XXXX. Here are some excerpts from this response : Dispute Results THis summary shows the revision ( s ) made to your credit file as a result of our processing of your dispute ... ... \nThe body of the credit file still contains this very detrimental information : XXXX ; XXXX XXXX XXXX XXXX XXXX ; XXXX XXXX XXXX FL XXXX ; Phone number ( XXXX ) XXXX XXXX ; Action : Recent balance : {$170000.00} as of XXXX XXXX Responsibility : Joint with .... ; Status : open. {$1900.00} past due as of XXXX XXXX. By XXXX XXXX, this account is scheduled to go to a positive status ( why such a death sentence when none of this was ever true? ) Payment history : it describes XXXX 30-day delinquent periods in XXXX : XXXX & XXXX. \n\nAs Experian and XXXX continue to retain these negative and false facts into my credit file, XXXX made the necessary positive corrections in my credit file. It has removed the purported loan balance of {$170.00}, XXXX under Real Estate Accounts and it has also removed the Delinquent anotation previously noted. In fact on XXXX XXXX, XXXX, a total wire transfer disbursemnt, under Payoff of First Mortgage to XXXX XXXX XXXX, XXXX, in the amount of {$170000.00} was made to XXXX, based upon the written PayOff guidelines which XXXX had provided in writing. And similarly, in order for the closing transaction to have been effectuated on XXXX, I had to submit a Cash From Seller of {$2900.00} for real estate taxes. To this date, XXXX has yet to re-imburse me my Actual Ending Escrow balance of {$2400.00} plus the added excess of {$480.00}. \n\nTherefore under what prerogative or equitily driven law that Experian and XXXX continue to retain extremely adverse and totaly false negative documentation in my credit file? \n\nOn XXXX/XXXX/XXXX, I received by mail from XXXX, the Lien Release record for that vacation home in XXXX, Florida and which clearly demonstrates that in fact that on XXXX/XXXX/XXXX that XXXX had received the PayOff mortgage sum, which reflected its written guidelines. Other added documentations will support in their entirety my truthfull version of the facts concerning my transaction with XXXX.","date_sent_to_company":"2015-12-22T12:17:13.000Z","issue":"Incorrect information on credit report","sub_product":null,"zip_code":"109XX","tags":"Older American","has_narrative":true,"complaint_id":"1712840","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Experian Information Solutions Inc.","date_received":"2015-12-22T12:17:11.000Z","state":"NY","company_public_response":"Company chooses not to provide a public response","sub_issue":"Account status"},"highlight":{"complaint_what_happened":["As a result of the aforementioned dispute case number ( XXXX ), and along side an email response via the CFPB 's website, Experian sent me the following written note, dated XXXX XXXX, XXXX & related to their Report number : XXXX : Dear ...., We have reviewed the documentation you provided with <em>your</em> dispute, but have determined that we are not able to use it to <em>make</em> the <em>changes</em> or deletions you requested."]},"sort":[14.457396,"1712840"]},{"_index":"complaint-public-v1","_id":"3125716","_score":13.484649,"_source":{"product":"Mortgage","complaint_what_happened":"My complaint is regarding a pay-off settlement of my mortgage with Mr. Cooper.\n\nMy loan originated with XXXX XXXX XXXX in XX/XX/XXXX. It was initially set up incorrectly, as a residential loan, while it should have been set up as an agricultural loan. During the time that my mortgagee was XXXX XXXX XXXX, I attempted several loan modifications. I also attempted to refinance for a lower interest rate. None of this was allowable because the loan had been improperly set up. In addition, I had a securitization audit completed, which showed that XXXX XXXX XXXX did not follow the proper chain of title when my mortgage was securitized. In addition, Robo signers were used to complete the bundling and selling of my mortgage. My mortgage/note title deed was very likely lost and not retrievable.\n\nThe servicing of my mortgage transferred many times. With XXXX XXXX, XXXX XXXX XXXX, Nationstar, and finally Mr. Cooper.\n\nBecause of the way this mortgage originated, and a refinancing or loan modification was an impossibility, I made many pay-off offers over the past 10 years to each of these servicers, with the hope of settling my debt. None of these offers were accepted until XX/XX/XXXX. Mr. XXXX, with Mr. Cooper began working with me and sent notification that a settlement pay-off offer had been accepted. Although Mr. XXXX was very helpful, my wife and I were in a bit of disbelief that this was a true and legitimate offer, since we had been told by many Mr. Cooper associates that Mr. Cooper did not participate in pay-off settlements.\n\nMy wife and I spent several weeks researching and confirming that this was indeed a valid offer. We called the XXXX XXXX XXXX in California to confirm that is was a legitimate bank which accepts pay-off settlements for Mr. Cooper. We also made several requests to Mr. Cooper to confirm the location of the title deed, and that Mr. Cooper had the authority to release it after the pay-off was complete. We also did title research with our local title company. In addition, we were concerned that the discharged debt which would be placed on a XXXX, would be a great financial burden to our family. We had made settlement offers to each servicer over the past 10 years, for amounts all larger than the one Mr. Cooper currently agreed to accept, so we felt it would be unjust that we should be saddled with this large portion of discharged debt. If any of these servicing companies had agreed on a settlement pay-off offer many years ago, none of the excess interest and fees would have accumulated.\n\nBecause Mr. XXXX  had been very helpful, and he was the only Mr. Cooper associate who would return our emails and phone calls, I began inquiring of him if Mr. Cooper had a tax department in which I could discuss the details of the discharged debt. Though Mr. XXXX was the best contact I had with Mr. Cooper, it would at times take up to 2 weeks before I would receive a reply from him. For 2 months, I called and sent emails regarding the discharged debt situation. I finally received an answer on XX/XX/XXXX from Mr. Cooper 's Research Outgoing Department, informing me that everything above the principle amount would be considered discharged debt. I was then able to speak with the IRS regarding any options which would be available, because I then knew the approximate amount which would likely be on the XXXX.\n\nI had been working with a private investor to fund the pay-off settlement. As we neared the final stages of the pay-off date, my private investor inquired whether Mr. Cooper had ever provided me with a hard copy of the settlement agreement, with a dated postmark. Because my only proof that Mr. Cooper had agreed to this settlement was through emails, I could not provide this hard copy to my investor. OnXX/XX/XXXX, I sent a request to Mr. Cooper that a hard copy of this settlement agreement be mailed to me. I did receive this in the mail, however, it did not arrive until XX/XX/XXXX, which was 5 days past my deadline. Because of this, I asked for an extension so this pay-off could be completed. I sent these requests to 3 different departments with Mr. Cooper. I did not receive a reply, so I left a message with Mr. XXXX on XX/XX/XXXX, but have still not received a reply. I then made a call to Mr. Cooper on XX/XX/XXXX, to inquire. I spoke with XXXX   # XXXX, who informed me that Mr. Cooper was still working on my pay-off settlement.\n\nTo my wife 's and my horror, on XX/XX/XXXX, we received a notice in the mail that Mr. Cooper is attempting to foreclose on our home. This is so heartbreaking, since we are so close to the finish line.\n\nYesterday, XX/XX/XXXX, I spent 2 hours on the phone with Mr. Cooper associates to inquire about an extension. I requested that a hard copy be sent to me, with a non-expired date, so I can finally complete this settlement pay-off. I spoke with XXXX # XXXX. She was helpful, but could not confirm that an extension could be granted. She transferred me to XXXX XXXX, who said he did not have an I.D . number. In all of the interactions I have had with Nationstar/Mr. Cooper associates over the past 4 years, I have never spoken with anyone who is so rude and heartless. After nearly one hour of being berated and talked down to by Mr. XXXX, I was transferred to XXXX  # XXXX. She was much more helpful, pleasant, and polite, and transferred me to the V.P., XXXX XXXX 's voice mail, and provided me with his email. I both left a message with Mr. XXXX  and sent a detailed email to him, but have not received a response.\n\nThe primary reason that we have not been able to complete this pay-off settlement being, that Mr. Cooper associates and departments have not provided information and answered emails/phone calls in a timely manner. Over the course of my relationship with Mr. Cooper, I have had upwards of 10 different dedicated loan specialists who were assigned to me. I have only had the opportunity to speak with possibly 2 of my assigned dedicated loan specialists. Until I spoke with Mr. XXXX, I never had the opportunity to speak with the same associate more than one time. It has always been \" the next available agent. '' Though my wife and I are very disappointed that Mr. Cooper has not cooperated with our settlement pay-off, we are also concerned that they may not indeed have access to the mortgage note/title deed. After reading hundreds of complaints submitted to the XXXX XXXX XXXX, we have learned that many people paid off their mortgages with Nationstar/Mr. Cooper, and never had the lien released on their property. It is my understanding that before changing their name to Mr. Cooper, Nationstar had a XXXX rating of an 'F '.  When they changed their name to Mr. Cooper inXX/XX/XXXX, they began with an A+ with the XXXX. Because of their dealings and complaints, they are already down to a C+. This makes us very cautious and concerned that in the bundling and securitization of our mortgage which took place shortly after its origination, the title/note may actually be lost and non-retrievable. If the pay-off settlement is in fact completed, can Mr. Cooper provide proof that they will indeed provide the documents necessary for the release of our mortgage?\n\nThank you very much for your help.","date_sent_to_company":"2019-01-15T20:19:02.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"82801","tags":null,"has_narrative":true,"complaint_id":"3125716","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Mr. Cooper Group Inc.","date_received":"2019-01-15T18:19:40.000Z","state":"WY","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Thank you very much for <em>your</em> help."]},"sort":[13.484649,"3125716"]},{"_index":"complaint-public-v1","_id":"21744745","_score":13.204971,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"XXXX is taking mutually inconsistent positions about the same debt, collateral and account outcome. \n\nThe XXXX XXXX XXXX was listed in my Chapter 7 bankruptcy and treated as surrendered. My bankruptcy counsel confirmed in XX/XX/XXXX that no motion was filed concerning a dealership payoff and that the petition reflected surrender of the vehicle, with the debt to be discharged. XXXX now claims the same account was paid in full/closed following an XX/XX/XXXX dealership payoff. \n\nThose two positions can not simply coexist without a documented reconciliation. \n\nThis is not merely a credit-reporting dispute. The credit reporting appears to be the mechanism through which an unresolved bankruptcy-accounting contradiction is being obscured. XXXX can not rely on the bankruptcy record when convenient, accept payoff funds when convenient, and then shift responsibility to consumer reporting agencies when the resulting record becomes inconsistent. \n\nUnder the Fair Credit Reporting Act, furnishers have a duty to conduct a reasonable investigation after notice of dispute and to correct information that is inaccurate, incomplete or can not be verified. 15 U.S.C. 1681s-2 ( b ). Furnishers also may not report information they know or have reasonable cause to believe is inaccurate. 15 U.S.C. 1681s-2 ( a ). The problem here is not simply whether one field says paid or bankruptcy. The problem is that the full account history is materially misleading unless XXXX reconciles the bankruptcy surrender, the alleged payoff, the collateral disposition, the co-borrower treatment and the credit reporting history. XXXX XXXX XXXX XXXX XXXX XXXX courts have recognized that credit reporting can violate the FCRA even when some individual pieces of information are technically true, if the overall reporting creates a materially misleading impression. In XXXX XXXX XXXX Banking XXXX XXXX XXXX, the XXXX XXXX recognized furnisher liability where reporting was misleading in a way that could adversely affect credit decisions. In XXXX v. XXXX University, the XXXX XXXX likewise held that technically accurate reporting may still be actionable if it is misleading enough to have an adverse effect. ( XXXX XXXX ) Bankruptcy law makes the contradiction even more serious. The filing of a bankruptcy petition triggers the automatic stay under 11 U.S.C. 362. After discharge, 11 U.S.C. 524 operates as an injunction against attempts to collect a discharged debt. If XXXX contends the XXXX debt was resolved through bankruptcy surrender/discharge, then its reporting and account treatment must reflect that legal reality. If XXXX contends the account was instead resolved through a dealership payoff, then it must explain why no court record, trustee notice, motion, authorization or correction exists showing that the bankruptcy treatment changed. XXXX XXXX XXXX XXXX ) That is the unresolved issue your closure letter does not address. \n\nXXXXs response admits the account was part of the bankruptcy filing and also claims it was paid in full. It then blames XXXX  or other consumer reporting agencies for continued inconsistent reporting. But that does not answer the controlling question : how did XXXX lawfully and accurately treat the same collateral and debt as both surrendered in bankruptcy and paid off by a dealership? \n\nI respectfully request that your office reconsider closure and require XXXX to provide : 1. A transaction-level accounting of the XX/XX/XXXX payoff, including the source of funds, payoff quote, amount received, date received, balance satisfied and whether any surplus or deficiency existed. \n\n2. A bankruptcy reconciliation explaining whether XXXX treated the XXXX as surrendered/discharged or paid in full, and identifying any court filing, trustee communication, motion, notice or authorization supporting that treatment. \n\n3. A collateral/title history showing when the lien was released, who received title, and whether the vehicle was repossessed, surrendered, sold, paid off or otherwise transferred. \n\n4. A full XXXX XXXX and consumer-reporting history for all bureaus showing every status code, bankruptcy indicator, balance, payment status and correction submitted from XX/XX/XXXX to present. \n\n5. An explanation of the co-borrower treatment, including why my account and XXXX XXXX account were treated differently if the same collateral and debt were involved. \n\nWithout those records, XXXX response is not a resolution. It is an unsupported conclusion. \n\nThe issue is not that I simply disagree with credit reporting. The issue is that XXXX credit reporting appears to conceal an unreconciled bankruptcy-accounting event : the same vehicle was treated as surrendered in my Chapter 7 case while XXXX also accepted payoff funds, without providing a coherent record showing how the debt, collateral, title, bankruptcy estate and consumer reporting were lawfully resolved. \n\nI also want to clarify an important issue that SETFs response does not address. \n\nIf XXXX XXXX remained obligated on the XXXX loan and continued making payments, why did XXXX seek or rely on relief from the automatic stay to pursue repossession of the vehicle? \n\nRelief from stay in my Chapter 7 case would relate to my bankruptcy protection. It does not explain why XXXX treated the vehicle as subject to surrender and repossession if the co-borrower remained liable, was not discharged through my bankruptcy, and payments were being made. \n\nThis creates another unresolved contradiction : XXXX treated the XXXX as bankruptcy collateral when it wanted authority to recover or repossess the vehicle, but later treated the same account as paid in full following a dealership payoff. At the same time, the co-borrower account appears to have remained active and payments were being made. \n\nThat sequence requires explanation. If the loan was being paid by the non-bankrupt co-borrower, then XXXX must explain : Why stay relief was sought or relied upon ; Whether the account was actually in default at the time ; Whether XXXX XXXX payments were credited ; Why repossession activity occurred despite continued payment activity ; Whether the dealership payoff was treated as satisfaction of the same debt ; Why the bankruptcy court record still reflects surrender if XXXX  now claims the account was paid in full. \nThis is the unresolved accounting and bankruptcy issue that the credit reporting appears to obscure. \n\nPlease provide all documents XXXX relies on to claim or report a loss, charge-off, discharge, deficiency, or bankruptcy-related account resolution for the XXXX XXXX XXXX account, including : 1. The complete account ledger from the bankruptcy filing date through final account closure.\n\n2. The proof of claim, amended proof of claim, withdrawal of claim, reaffirmation records, surrender records, relief-from-stay motion, agreed order, trustee communications, and any court filings involving the XXXX. \n\n3. Any internal charge-off, bankruptcy loss, deficiency balance, loss mitigation, recovery, repossession, collateral liquidation, or account-closing records.\n\n4. Any IRS reporting, including Form 1099-C, cancellation-of-debt records, tax-loss treatment, write-off records, reserve adjustments, or internal accounting entries reflecting a bankruptcy loss.\n\n5. Any documents showing the fair market value of the XXXX, payoff balance, sale proceeds, dealer payoff amount, deficiency calculation, surplus calculation, title transfer, lien release, or collateral disposition.\n\n6. Any insurance, GAP, auction, recovery, repossession, refund, dealer, or third-party payment records applied to the account. \n\n7. The complete XXXX XXXX reporting history showing how XXXX reported the account to Equifax, Experian and TransUnion, including all bankruptcy indicators, account status codes, payment history codes, balance fields, special comment codes and correction submissions. \n\n8. Any internal notes, audit logs, screenshots, or correspondence explaining why XXXX reported or instructed any bureau to report the account as surrendered, discharged, included in bankruptcy, paid in full, closed, repossession-related, or otherwise resolved. \n\n9. Any document showing whether XXXX claimed a financial loss, tax loss, deficiency, bad-debt write-off, bankruptcy loss, or creditor recovery while also accepting the XX/XX/XXXX dealership payoff. \n\n10. A written reconciliation explaining whether XXXX  position is that the account was resolved by bankruptcy surrender/discharge, dealership payoff, repossession/collateral recovery, co-borrower payment performance, or some combination of those events. \n\nWhat exactly was discharged after XXXX received the payoff funds and after the title/lien transaction occurred one day before discharge? \n\n\n\nThat is where the double-recovery concern lives. If they claim a bankruptcy discharge/loss, they must show the remaining deficiency after applying the {$19000.00}. If there was no deficiency, then reporting a discharged/surrendered debt is materially misleading. If there was a deficiency, they must identify the amount, the date it arose, how the payoff was applied, and how that deficiency was reported to the court, trustee, CRAs and internal loss/recovery systems. \nIf they state its paid off, they must reopen the CH 7 Discharge and report accurately with the Court. They reported it surrendered and discharged and are using the credit reporting to conceal the double dipping.","date_sent_to_company":"2026-04-30T12:19:28.000Z","issue":"Problems at the end of the loan or lease","sub_product":"Loan","zip_code":"37066","tags":"Servicemember","has_narrative":true,"complaint_id":"21744745","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"World Omni Financial Corp.","date_received":"2026-04-30T12:08:57.000Z","state":"TN","company_public_response":null,"sub_issue":"Problem while selling or giving up the vehicle"},"highlight":{"complaint_what_happened":["If XXXX contends the XXXX <em>debt</em> was resolved through bankruptcy surrender/discharge, then its reporting and account treatment must reflect that legal reality. If XXXX contends the account was instead resolved through a dealership <em>payoff</em>, then it must explain why no court record, trustee notice, motion, authorization or correction exists showing that the bankruptcy treatment <em>changed</em>. XXXX XXXX XXXX XXXX ) That is the unresolved issue <em>your</em> closure letter does not address."]},"sort":[13.204971,"21744745"]},{"_index":"complaint-public-v1","_id":"2860496","_score":13.184037,"_source":{"product":"Student loan","complaint_what_happened":"Two issues with Conduent, but they both apply generally to all student loan servicing companies.\n\nI pay my loans, more than is needed. No problem there.\n\nMy issues are what the servicing companies are allowed to do : ( 1 ) Unilaterally changing service providers. This happens often and fundamentally affects my ability to communicate with the servicing agency and keep track of balances. Can I unilaterally give my debt obligations to someone else that may or may not pay, the way the servicing companies are allowed to shuffle loans around at will? I didn't think so.\n\n( 2 ) The \" TO PAY OFF YOUR ENTIRE LOAN '' amount placed on loans. Good through some imaginary 10 day time period. This is a complete fiction. No one mails in payments and if someone did and the USPS delayed delivery the servicing company would tack on more interest. Right now my loan says to pay it off I need to add XXXX   dollars worth of interest. But if I click on the interest accumulated today there is only one dollar of interest. This is a complete scam to trick people into overpaying. Is anyone monitoring the amounts of interest overpayment when people make one time payoffs? Small fractions are easily millions of dollars. The servicing companies should be required to list a \" PAY IT TODAY '' amount. I am shocked this system has been in place for so long when today the internet alllows simple same day payments which I would guess accounts for >95 % of all payments processed by Conduent.","date_sent_to_company":"2018-03-31T12:33:25.000Z","issue":"Dealing with your lender or servicer","sub_product":"Federal student loan servicing","zip_code":"77479","tags":null,"has_narrative":true,"complaint_id":"2860496","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"ACS Education Services","date_received":"2018-03-31T12:13:43.000Z","state":"TX","company_public_response":null,"sub_issue":"Received bad information about your loan"},"highlight":{"complaint_what_happened":["My issues are what the servicing companies are allowed to do : ( 1 ) Unilaterally <em>changing</em> service providers. This happens often and fundamentally affects my ability to communicate with the servicing agency and keep track of balances. Can I unilaterally give my <em>debt</em> obligations to someone else that may or may not pay, the way the servicing companies are allowed to shuffle loans around at will? I didn't think so.\n\n( 2 ) The \" TO PAY OFF <em>YOUR</em> ENTIRE LOAN '' amount placed on loans."],"issue":["Dealing with <em>your</em> lender or servicer"],"sub_issue":["Received bad information about <em>your</em> loan"]},"sort":[13.184037,"2860496"]},{"_index":"complaint-public-v1","_id":"15699987","_score":13.0643835,"_source":{"product":"Mortgage","complaint_what_happened":"I had a HELOC with Bethpage Federal Credit Union. They recently changed to Fourleaf and appear to have outsourced their mortgage servicing to a third party. That transition has not gone well. \n\nI paid down the majority of my HELOC in XXXX. In XXXX, the final payment of XXXX was due on XX/XX/year>. They would not allow me to make the payment online through the ordinary manner in which I had made my monthly payments - I was required to contact them for a payoff or paydown letter. \n\nI contacted them at least 3 times in XXXX to obtain a paydown letter. Each time I sat on hold for over XXXX minutes before speaking with a representative. Each time the representative told me the paydown letter would issue, but it did not come. I finally received the paydown letter on XX/XX/scrub>XXXX 3 days before the payment was due, despite requesting it several weeks earlier. \n\nI submitted a check with the paydown amount and letter pursuant to their instructions on XX/XX/scrub>XXXX The check has not been cashed. Today, I received an email from them that stated : \" We need to speak to you about your account. Please click here to make a payment now or call XXXX to discuss options. '' I called that number today and spent an hour and a half on hold. When I finally reached an agent, that person told me that I had been routed to the wrong department and that I would need to go on another lengthy hold. They could not tell me why I received the email, the status of my account, when the payment would be processed, or what the consequences would be. They told me I could not physically appear in a fourleaf branch to make the payment. \n\nThis is a matter of XXXX dollars. They refuse to let me pay them and are concurrently engaging in debt collection actions against me for the money that they will not allow me to pay them. The entire process has been unacceptable and has wasted several hours of my time over XXXX dollars.","date_sent_to_company":"2025-09-03T17:02:15.000Z","issue":"Trouble during payment process","sub_product":"Home equity loan or line of credit (HELOC)","zip_code":"11554","tags":null,"has_narrative":true,"complaint_id":"15699987","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FourLeaf Federal Credit Union","date_received":"2025-09-03T15:29:28.000Z","state":"NY","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Payment process"},"highlight":{"complaint_what_happened":["They recently <em>changed</em> to Fourleaf and appear to have outsourced their mortgage servicing to a third party. That transition has not gone well. \n\nI paid down the majority of my HELOC in XXXX. In XXXX, the final payment of XXXX was due on XX/XX/year>. They would not allow me to <em>make</em> the payment online through the ordinary manner in which I had made my monthly payments - I was required to contact them for a <em>payoff</em> or paydown letter."]},"sort":[13.0643835,"15699987"]},{"_index":"complaint-public-v1","_id":"3104239","_score":12.3607,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"On XX/XX/2018 I did submit a compliant ID # XXXX via Consumer Financial Protection Bureau because of Credit reporting Incorrect information on your report on Equifax showing the account with current past due balance and open with 11 current missing payments on my XXXX Account # XXXX. The correct account Status : Account Closed on XX/XX/2018 Payoff Balance ( attached letter of Payoff of XXXX ) I did dispute the wrong information on my credit report with Equifax, on the others credit report agency has no problem, the information is correct. \n\nI did make two disputes with Equifax. \n\n- Equifax Confirmation Number : XXXX - Equifax Confirmation Number : XXXX On both disputes, the resolution of EQUIFAX was that XXXX indicated that the information on my credit report was correctly, leaving the account on my credit report with incorrect information about account status ( Open, with Current Past Due Balance, etc ) As no resolution from Equifax and/or XXXX I did submit the compliant ID # XXXX via Consumer Financial Protection Bureau with XXXX and EQUIFAX because on my EQUIFAX report indicated that my Leasing-Auto Loan with XXXX XXXX  show a status of Open Account with current Past Due Balance of 11 missing payment late more than 120 days. \n\nOn XX/XX/2018 - XXXX answered the compliant with information reported incorrectly on my credit report. Account : XXXX. XXXX request update information on EQUIFAX as informed by creditor XXXX XXXX  to Equifax via XXXX XXXX XXXX XXXX XXXX # XXXX Submitted on XX/XX/2018. Equifax SC : XXXX ( attached evidence ) After that EQUIFAX corrected the information as of XX/XX/2018 on my credit report ( attached evidence ) with the following information. \n\nXXXX Closed Account Between XX/XX/2018 and XX/XX/2018, your XXXX XXXX automotive account appears to have been closed. Between XX/XX/2018 and XX/XX/2018, your XXXX XXXX  automotive account balance decreased by {$11000.00} from {$11000.00} to {$0.00}. \nLenders like to see that you have experience successfully managing your credit. Closing an account could affect your average age of credit history. Generally, you'll want to keep your oldest accounts active and in good standing in order to prevent them from being closed. \n\nOn XX/XX/2018 I did receive an alert on my credit report of EQUIFAX indicating the following changes : Account status- Open Account ( Re-open ) XXXX- Balance Increased by $ XXXX Between XX/XX/2018 and XX/XX/2018, your XXXX XXXX   automotive account balance increased by {$11000.00} from {$0.00} to {$11000.00}. \nIt looks like your balance went up. This could be the result of a missed payment, which can have a negative effect on your score. Your total debt also typically factors into your credit score, so it's best to keep it low if you can. \n\nI did call EQUIFAX on XX/XX/2018 and the rep opened another ( 3rd one ) dispute # XXXX because EQUIFAX indicates that XXXX is reporting the account Open, Past Due and with current Missing Payments ). I have no issue with the other credit report agencies, it is only with EQUIFAX and this account of XXXX impacting negative my credit score/history on my credit report.","date_sent_to_company":"2018-12-18T23:56:05.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"00987","tags":null,"has_narrative":true,"complaint_id":"3104239","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"EQUIFAX, INC.","date_received":"2018-12-18T23:08:34.000Z","state":"PR","company_public_response":null,"sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["The correct account Status : Account Closed on XX/XX/2018 <em>Payoff</em> Balance ( attached letter of <em>Payoff</em> of XXXX ) I did dispute the wrong information on my credit report with Equifax, on the others credit report agency has no problem, the information is correct. \n\nI did <em>make</em> two disputes with Equifax."],"sub_issue":["Their investigation did not fix an error on <em>your</em> report"]},"sort":[12.3607,"3104239"]},{"_index":"complaint-public-v1","_id":"6937745","_score":12.129271,"_source":{"product":"Mortgage","complaint_what_happened":"Dear XXXX XXXX XXXX XXXX, I am writing to express my utmost frustration and utter disappointment with Truist, my mortgage servicer, for their repeated and egregious failures to correctly service my mortgage account. The numerous errors they have made with my mortgage account are completely unacceptable and have caused me significant financial and emotional distress. \nIn XXXX, Truist illegally and incorrectly placed my mortgage into default while it was in a Covid forbearance plan. They then demanded that I pay a lump sum of the delinquent amount to prevent foreclosure, causing me immense stress and anxiety. Despite my efforts to resolve this issue with Truist, I had to file complaints with the XXXX XXXX XXXX XXXX and State Attorney General to get the mistakes corrected. \nTruist has once again demonstrated their complete incompetence by continuing to make errors on my account. My account is now in total disarray again, with inaccurate tax statements, escrow balances, failure to credit payments correctly, incorrect payoff amounts, incorrect interest charges, incorrect escrow advances, and more. \nHere are some examples of their mistakes and incompetence : Truist sent me a corrected 1098 for XXXX stating that I paid {$0.00} interest on my mortgage in XXXX instead of {$3900.00} that was actually paid Truist mailed me a payoff statement that is incorrect by almost {$26000.00}. \n\nTruist recently called me, stating that my account was past due for XXXX of XXXX and were seeking to collect on that debt, despite the payment being made over two years ago. \nTruist sent me a letter stating incorrectly that my mortgage is delinquent and threatened foreclosure Truist has been sending me emails stating that my mortgage payment is changing, effective XXXX, despite it being XXXX. \nMy most recent monthly statement is a jumbled mess, showing a principal increase of {$900.00} without a clear explanation, and over XXXX XXXX adjustments, un-applied funds, and other items. \nThere is an {$8000.00} escrow advance they said they made to me, which has not been properly accounted for. \nAttached documents show more examples of their mistakes. \nTheir repeated mistakes have made it impossible for me to keep track of my mortgage, and I am now having to consider hiring an accountant or attorney to help me make sense of all these numbers. \nI have contacted Truist to try and resolve these issues, but their customer service has been abysmal. A lot of times, there automated system tells me no one is available during business hours. When I do manage to get through, I am constantly on hold and transferred to different representatives who give conflicting information, and they have been unhelpful in addressing the errors on my account. \nI have completely lost faith in Truist 's ability to properly service my mortgage account. I can not see how this company can be allowed to be in the mortgage business. These are serious errors they are committing that are involving reporting incorrect amounts to not only me, but the IRS. As such, I am requesting that the XXXX XXXX XXXX XXXX to look into Truist 's mortgage services. Truist is contracted by XXXX XXXX and the US government to service this mortgage, and they must be held accountable for their incompetence and repeated errors. I am also demanding that Truist take immediate action to correct the errors on my account. I am in the process of selling my home and need an accurate and correct payoff amount. I am also demanding that they correct the error they made when submitting a false and incorrect corrected 1098 to the IRS for XXXX. \nThank you for your attention to this matter. I hope to expect a prompt and satisfactory resolution to this situation. \nSincerely, XXXX XXXX","date_sent_to_company":"2023-05-06T21:02:54.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"98662","tags":"Servicemember","has_narrative":true,"complaint_id":"6937745","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"TRUIST FINANCIAL CORPORATION","date_received":"2023-05-06T18:29:34.000Z","state":"WA","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":["Truist has once again demonstrated their complete incompetence by continuing to <em>make</em> errors on my account. My account is now in total disarray again, with inaccurate tax statements, escrow balances, failure to credit payments correctly, incorrect <em>payoff</em> amounts, incorrect interest charges, incorrect escrow advances, and more."]},"sort":[12.129271,"6937745"]},{"_index":"complaint-public-v1","_id":"5331344","_score":12.048832,"_source":{"product":"Debt collection","complaint_what_happened":"On XX/XX/2022, XXXX XXXX from XXXX XXXX XXXX called my work phone and left a threating message on my voicemail which is attached below. Per XXXX XXXX XXXXXXXX \" Harassment and Call Restrictions Debt collectors can not harass or abuse you. They can not swear, threaten to illegally harm you or your property, threaten you with illegal actions, or falsely threaten you with actions they do not intend to take. They also can not make repeated calls over a short period to annoy or harass you. '' After speaking with XXXX XXXX, I advised him that he threatened me on my work voicemail which is not a legal tactic and told him to never call my work line again. He the threatened me once again and said \" I don't care of your embarrassed like I said have your boss or owner available to be served at your work location. '' After being extremely emotional, distraught, embarrassed, and traumatized at work he advised me that I would settle the XXXX debt, however when he sent me over the paperwork it had the incorrect amount listed. \n\nI emailed several times... \nEmail thread below ... From : XXXX fam XXXX Sent : Thursday, XX/XX/2022 XXXX PM To : R XXXX XXXX Subject : Fwd : Payment Plan letter for # XXXX Good afternoon,, I spoke with XXXX today and the agreement was not based on the XXXX it was based on the $ XXXX amount. \n\nPlease see below and refer to the phone conversation. I am requesting that my agreement is revised based on the information provided as agreed upon in the phone conversation. I asked him to provide me that in writing beforehand and he refused and then changed the amount in the agreement. I also requested that he provided me the documentation regarding the auction of the vehicle so I can confirm payments have been applied. Please provide me the agreed upon agreement A.S.A.P. Thanks in advance for your assistance. \n\nXXXX XXXX corrected the amount and sent over a new agreement, also attached below. After making a few payments I noticed that the account reflected incorrectly. \n\nEmail below... XXXX fam XXXX Attachments XX/XX/2022, XXXX AM to R ... Can someone also please correct this? This amount is incorrect on the payment site. I appreciate your help with this. \n\nResponse ... R XXXX XXXX Sat, XX/XX/XXXX, XXXX AM to me The website doesnt reflect reduced payoffs. Settlements can only be dont through the banking department. As you make payments the balance will get reduced and manual letters will get sent out. Thats what the disclosure means under the account information. XXXX XXXX XXXX The amounts are still not correct, and the additional payments were added which was not agreed upon, and then decline notices were sent out. Also attached, XXXX XXXX, called me once again at my work on XX/XX/2022 and advised that he is closing my account simply because he wanted a card on file. However, XXXX XXXX his manager advised me that I can make payments online. After several threatening phone calls, incorrect amounts, and additional payments added not authorized. I'm requesting that my account is paid in full and deleted from all 3 credit bureaus. Documentation is attached below.","date_sent_to_company":"2022-04-07T15:29:32.000Z","issue":"Threatened to contact someone or share information improperly","sub_product":"Payday loan debt","zip_code":"95825","tags":null,"has_narrative":true,"complaint_id":"5331344","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Bliksum, LLC","date_received":"2022-03-16T22:25:24.000Z","state":"CA","company_public_response":null,"sub_issue":"Contacted your employer"},"highlight":{"complaint_what_happened":["I appreciate <em>your</em> help with this. \n\nResponse ... R XXXX XXXX Sat, XX/XX/XXXX, XXXX AM to me The website doesnt reflect reduced <em>payoffs</em>. Settlements can only be dont through the banking department. As you <em>make</em> payments the balance will get reduced and manual letters will get sent out. Thats what the disclosure means under the account information."],"product":["<em>Debt</em> collection"],"sub_product":["Payday loan <em>debt</em>"],"sub_issue":["Contacted <em>your</em> employer"]},"sort":[12.048832,"5331344"]},{"_index":"complaint-public-v1","_id":"5331343","_score":12.025888,"_source":{"product":"Debt collection","complaint_what_happened":"On XX/XX/2022, XXXX XXXX from XXXX XXXX XXXX called my work phone and left a threating message on my voicemail which is attached below. Per XXXX XXXX XXXX \" Harassment and Call Restrictions Debt collectors can not harass or abuse you. They can not swear, threaten to illegally harm you or your property, threaten you with illegal actions, or falsely threaten you with actions they do not intend to take. They also can not make repeated calls over a short period to annoy or harass you. '' After speaking with XXXX XXXX, I advised him that he threatened me on my work voicemail which is not a legal tactic and told him to never call my work line again. He the threatened me once again and said \" I don't care of your embarrassed like I said have your boss or owner available to be served at your work location. '' After being extremely emotional, distraught, embarrassed, and traumatized at work he advised me that I would settle the XXXX debt, however when he sent me over the paperwork it had the incorrect amount listed. \n\nI emailed several times... \nEmail thread below ... From : XXXX fam XXXX Sent : Thursday, XX/XX/2022 XXXX PM To : R XXXX XXXX Subject : Fwd : Payment Plan letter for # XXXX Good afternoon,, I spoke with XXXX today and the agreement was not based on the XXXX it was based on the $ XXXX amount. \n\nPlease see below and refer to the phone conversation. I am requesting that my agreement is revised based on the information provided as agreed upon in the phone conversation. I asked him to provide me that in writing beforehand and he refused and then changed the amount in the agreement. I also requested that he provided me the documentation regarding the auction of the vehicle so I can confirm payments have been applied. Please provide me the agreed upon agreement A.S.A.P. Thanks in advance for your assistance. \n\nXXXX XXXX corrected the amount and sent over a new agreement, also attached below. After making a few payments I noticed that the account reflected incorrectly. \n\nEmail below... XXXX fam XXXX Attachments XX/XX/2022, XXXX AM to R ... Can someone also please correct this? This amount is incorrect on the payment site. I appreciate your help with this. \n\nResponse ... R XXXX XXXX Sat, XX/XX/XXXX, XXXX AM to me The website doesnt reflect reduced payoffs. Settlements can only be dont through the banking department. As you make payments the balance will get reduced and manual letters will get sent out. Thats what the disclosure means under the account information. XXXX XXXX XXXX The amounts are still not correct, and the additional payments were added which was not agreed upon, and then decline notices were sent out. Also attached, XXXX XXXX, called me once again at my work on XX/XX/2022 and advised that he is closing my account simply because he wanted a card on file. However, XXXX XXXX his manager advised me that I can make payments online. After several threatening phone calls, incorrect amounts, and additional payments added not authorized. I'm requesting that my account is paid in full and deleted from all 3 credit bureaus. Documentation is attached below.","date_sent_to_company":"2022-04-07T15:27:14.000Z","issue":"Threatened to contact someone or share information improperly","sub_product":"Payday loan debt","zip_code":"95825","tags":null,"has_narrative":true,"complaint_id":"5331343","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Huntington Debt Holding LLC","date_received":"2022-03-16T22:13:30.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Contacted your employer"},"highlight":{"complaint_what_happened":["I appreciate <em>your</em> help with this. \n\nResponse ... R XXXX XXXX Sat, XX/XX/XXXX, XXXX AM to me The website doesnt reflect reduced <em>payoffs</em>. Settlements can only be dont through the banking department. As you <em>make</em> payments the balance will get reduced and manual letters will get sent out. Thats what the disclosure means under the account information."],"product":["<em>Debt</em> collection"],"company":["Huntington <em>Debt</em> Holding LLC"],"sub_product":["Payday loan <em>debt</em>"],"sub_issue":["Contacted <em>your</em> employer"]},"sort":[12.025888,"5331343"]},{"_index":"complaint-public-v1","_id":"7765081","_score":12.021572,"_source":{"product":"Mortgage","complaint_what_happened":"XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX  XXXX XXXX XXXX XXXX XXXX : loan number XXXX Dear XXXX XXXX : My mother XXXX XXXX recently passed away. She had a reverse mortgage with your company. \n\nOn XX/XX/XXXX, I received correspondence from XXXX XXXX that included a copy of my parents loan agreement, a copy of a notification letter dated XX/XX/XXXX alleged to have been sent to my mothers address and a letter from XXXX XXXX threatening a foreclosure sale. \nThe heading of the notification letter dated XX/XX/XXXX. ( page XXXX attached XXXX ) is as follows below : Carrington mortgage services , llc XX/XX/XXXX ESTATE OF : XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX Reverse Mortgage Servicing Department XXXX XXXX XXXX XXXX, Michigan XXXX ( XXXX ) XXXX Office ( XXXX ) XXXX Fax Sent via Certified Mail MORTGAGE DUE & PAYABLE NOTIFICATION ACTION REQUIRED TO PREVENT FORECLOSURE RE : Reverse Mortgage Loan Number : XXXX Dear Estate Representative, XXXX XXXX did not enclose a receipt showing that this certified notification letter had been sent. \nI wonder if this letter was never sent? \nXXXX XXXX did not send a copy of the receipt that we signed for this letter upon delivery. It does not exist. \n\nTHIS NOTIFICATION WAS NEVER RECEIVED BY US AND NO ONE ACCEPTED AND SIGNED FOR IT! \nWhy would we not respond to this letter and pay the {$70000.00} stated due at the end of XXXX? \n\nThe above letter, that is the whole premise for your premature foreclosure was never received! \n\nWe did receive a monthly reverse mortgage statement dated XX/XX/XXXX ( attached XXXX ) that states nothing regarding a foreclosure and clearly states \" THIS IS NOT A BILL '' I live most of the time in XXXX XXXX and did not see this statement until mid XXXX when I traveled to XXXX to go through my mother 's belongings. I then made at least two written requests to XXXX for payoff information. \n\nIn the fourth paragraph of the XXXX XXXX letter ( archive XXXX zip ) she stated that, according to HUD guidelines, if intent to pay off the loan is demonstrated within 90 days of the certified Mortgage Due and Payable Notification letter of XXXX XXXX there would be 180 days allowed to satisfy the reverse mortgage. I state again that this XX/XX/XXXX letter was never received or signed for! Despite that fact, I demonstrated intent to pay by requesting payoff quotes for this mortgage in XX/XX/XXXX, well within 90 days of XX/XX/XXXX. XXXX did not respond to my payoff requests until XX/XX/XXXX. ( attached XXXX ) Since then, I have been communicating with XXXX XXXX, an employee of yours, who has not been helpful. \n\nThe payoff statement of XX/XX/XXXX listed a principal, interest and MIP total of {$72000.00}. The payout also listed charges for attorney fees of {$570.00}, appraisal of {$420.00} ( which has not been done ), and property inspection of {$40.00}. \nHaving paid off multiple mortgages I have never encountered such charges and informed XXXX XXXX that they were inappropriate. \n\nMy brother XXXX paid the principal, interest and MIP total of {$72000.00} on XX/XX/XXXX. ( attached XXXX ) Not only did we show intent to pay the debt within 90 days of the XX/XX/XXXX notification letter ( that we never received ) but we actually paid the debt in full, XXXX days after first receiving a payoff quote! When I informed XXXX XXXX that I would not pay for attorney fees, appraisal and property inspection she informed me ( for the first time ) that those charges were because the loan was in foreclosure. On what basis was the loan in foreclosure? We never received any notification or warning of foreclosure. Is it your practice to send out certified Mortgage XXXX and XXXX Notifications and then just foreclose when you do not receive a response rather than follow up with the estate first? Is it your policy to foreclose before the 90 days stated in XXXX XXXX letter are up? \n\nA second payout document was sent to me dated XX/XX/XXXX ( attached XXXX ) and described as being good through XX/XX/XXXX. The unpaid balance was {$990.00} higher than the prevous payout document which was good through XX/XX/XXXX. The appraisal fee was increased from {$420.00} to {$870.00} and a new {$290.00} fee for title cost appeared. There has been no appraisal or property inspection. The total payoff increased from {$73000.00} to {$75000.00} despite the fact that XXXX had been paid in full with {$72000.00} on XX/XX/XXXX. Who makes these calculations? \n\nI was informed in XXXX by XXXX XXXX that my complaints would be sent to your complaint department and I received no response from them until XX/XX/XXXX. ( letter from XXXX XXXX ). \n\nIncredibly, on XX/XX/XXXX, we received the {$72000.00} wired back by XXXX XXXX. ( attached XXXX ) This was total payment of principal, interest and MIP that we had a right to pay. \nIt was paid to XXXX on XX/XX/XXXX and the return wire is dated XX/XX/XXXX. \nMy parents contract clearly states the right and obligation to pay principal and interest. \n\nOn XX/XX/XXXX, and on XX/XX/XXXX I requested an updated payoff document. \nLater in the day on XX/XX/XXXX I received the XXXX pay off document. ( attached XXXX ) According to this payoff statement the unpaid balance which was XXXX on XX/XX/XXXX, has risen to {$74000.00} on XX/XX/XXXX without explanation. \nHow can that be? How do you do your calculations? \n\nUsing your own ( higher ) daily interest and MIP rates, as of XX/XX/XXXX the total interest and MIP from XX/XX/XXXX until XX/XX/XXXX calculates to {$670.00} ( {$16.00} + $ XXXX {$19.00} x 35 days = {$670.00} ) Interest and MIP from the XX/XX/XXXX payoff statement was {$400.00} + {$61.00}. \nThe real estate tax which XXXX apparently paid was {$990.00}. \n\nXXXX + XXXX + XXXX + XXXX + XXXX = {$74000.00} This = the current unpaid balance + interest and MIP + real estate tax not {$75000.00} as would total on the payoff statement dated XX/XX/XXXX We paid the XX/XX/XXXX balance and the interest/MIP on XX/XX/XXXX totaling {$72000.00} and you wired these funds back to us, dated XX/XX/XXXX, received on XX/XX/XXXX. \nThese funds were in you a possession for 21 days. \nHow is it that you can charge interest for funds that were in your possession for 21 days? \nI have never encountered a bank returning lawful payments for principal and interest. \n\nWhat were the attorneys fees of {$570.00} for? How did they increase to {$1400.00} dollars? \nWhat is the name of the attorney? Please send me a copy of this attorney 's work product. \n\nThere has been no appraisal and there has been no inspection. Someone is at the property every day. \nHow did the appraisal fee change from {$420.00} to {$870.00} and then {$450.00}? \n\nHow is a loan in foreclosure status when there was no notice ever sent to the borrower of foreclosure? \n\nIn my view, since the certified MORTGAGE DUE & PAYABLE NOTIFICATION was never received and quite possibly never sent we should be allowed to settle this loan for the total cost of {$70000.00} which was quoted in that XXXX XXXX notification. Had we received that notification we would have paid in full just as promptly as we did when we received the first payoff statement of XX/XX/XXXX. \n\nThe foreclosure was inappropriate since this action was taken in less than 90 days from the MORTGAGE DUE & PAYABLE NOTIFICATION ( that we never received ). In fact, we paid off the loan in full on XX/XX/XXXX which was within 90 days of the XX/XX/XXXX MORTGAGE DUE & PAYABLE NOTIFICATION. \n\nI have never encountered such inappropriate behavior on the part of a bank! \nIs it your practice to prey on grieving families? \n\nI am a XXXX  and work for XXXX XXXX XXXX iXXXX XXXX XXXX XXXX I can not take phone calls from Banks during the day. \nWhen I have received calls I have responded in writing. Typically, my emails have been answered after several days to weeks or not all. As you can see, I respond promptly in writing. \n\n\nSincerely, XXXX XXXX XXXX all attachments as a zip file attached 1 .jpg 934.3kB attached 2 .jpg 1MB archive ( 2 ) .zip 2.2MB attached 4 .jpg 914kB attached 5 .jpg 4.5MB attached 6 .jpg 3MB attached 7 .docx 24.2kB attached 8 .jpg 3MB","date_sent_to_company":"2023-10-28T04:16:33.000Z","issue":"Trouble during payment process","sub_product":"Reverse mortgage","zip_code":"30907","tags":"Servicemember","has_narrative":true,"complaint_id":"7765081","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"CARRINGTON MORTGAGE SERVICES, LLC","date_received":"2023-10-28T03:54:17.000Z","state":"GA","company_public_response":null,"sub_issue":"Paying off the loan"},"highlight":{"complaint_what_happened":["My brother XXXX paid the principal, interest and MIP total of {$72000.00} on XX/XX/XXXX. ( attached XXXX ) Not only did we show intent to pay the <em>debt</em> within 90 days of the XX/XX/XXXX notification letter ( that we never received ) but we actually paid the <em>debt</em> in full, XXXX days after first receiving a <em>payoff</em> quote!"]},"sort":[12.021572,"7765081"]},{"_index":"complaint-public-v1","_id":"3104250","_score":11.94025,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"On XX/XX/2018 I did submit a compliant ID # XXXX-XXXX via Consumer Financial Protection Bureau because of Credit reporting Incorrect information on your report on XXXX  showing the account with current past due balance and open with 11 current missing payments on my FirstBank Account # XXXX. The correct account Status : Account Closed on XX/XX/2018 Payoff Balance ( attached letter of Payoff of FirstBank ) I did dispute the wrong information on my credit report with XXXX, on the others credit report agency has no problem, the information is correct. \n\nI did make two disputes with XXXX. \n\n- XXXX Confirmation Number : XXXX - XXXX  Confirmation Number : XXXX On both disputes, the resolution of XXXX was that FirstBank indicated that the information on my credit report was correctly, leaving the account on my credit report with incorrect information about account status ( Open, with Current Past Due Balance, etc ) As no resolution from XXXX and/or FirstBank I did submit the compliant ID # XXXX-XXXX via Consumer Financial Protection Bureau with FirstBank and XXXX  because on my XXXX report indicated that my Leasing-Auto Loan with First Bank show a status of Open Account with current Past Due Balance of 11 missing payment late more than 120 days. \n\nOn XX/XX/2018 - FirstBank answered the compliant with information reported incorrectly on my credit report. Account : XXXX. FirstBank request update information on XXXX as informed by creditor First Bank to XXXX  via XXXX XXXX XXXX XXXX control # XXXX Submitted on XX/XX/2018. XXXX SC : XXXX ( attached evidence ) After that XXXX  corrected the information as of XX/XX/2018 on my credit report ( attached evidence ) with the following information. \n\nFirstBank Closed Account Between XX/XX/2018 and XX/XX/2018, your FIRST BANK automotive account appears to have been closed. Between XX/XX/2018 and XX/XX/2018, your FIRST BANK automotive account balance decreased by {$11000.00} from {$11000.00} to {$0.00}. \nLenders like to see that you have experience successfully managing your credit. Closing an account could affect your average age of credit history. Generally, you'll want to keep your oldest accounts active and in good standing in order to prevent them from being closed. \n\nOn XX/XX/2018 I did receive an alert on my credit report of XXXX  indicating the following changes : Account status- Open Account ( Re-open ) FirstBank- Balance Increased by $ XXXX Between XX/XX/2018 and XX/XX/2018, your FIRST BANK automotive account balance increased by {$11000.00} from {$0.00} to {$11000.00}. \nIt looks like your balance went up. This could be the result of a missed payment, which can have a negative effect on your score. Your total debt also typically factors into your credit score, so it's best to keep it low if you can. \n\nI did call XXXX  on XX/XX/2018 and the rep opened another ( 3rd one ) dispute # XXXX because XXXX  indicates that FirstBank is reporting the account Open, Past Due and with current Missing Payments ). I have no issue with the other credit report agencies, it is only with XXXX  and this account of FirstBank impacting negative my credit score/history on my credit report.","date_sent_to_company":"2018-12-18T23:56:10.000Z","issue":"Problem with a credit reporting company's investigation into an existing problem","sub_product":"Credit reporting","zip_code":"00987","tags":null,"has_narrative":true,"complaint_id":"3104250","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FIRSTBANK PUERTO RICO","date_received":"2018-12-18T23:56:07.000Z","state":"PR","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["The correct account Status : Account Closed on XX/XX/2018 <em>Payoff</em> Balance ( attached letter of <em>Payoff</em> of FirstBank ) I did dispute the wrong information on my credit report with XXXX, on the others credit report agency has no problem, the information is correct. \n\nI did <em>make</em> two disputes with XXXX."],"sub_issue":["Their investigation did not fix an error on <em>your</em> report"]},"sort":[11.94025,"3104250"]},{"_index":"complaint-public-v1","_id":"21690276","_score":11.716639,"_source":{"product":"Mortgage","complaint_what_happened":"Re : FHB Servicing Errors and Violations ( False Balance on Closed and Paid Off HELOC ) This letter constitutes a formal Notice of Errors and Violations by FIRST HAWAIIAN BANK under 12 C.F.R. 1024.35 regarding the servicing, payoff, and subsequent handling of my HELOC Summary Borrower refinanced his home with XXXX XXXX. The existing HELOC with First Hawaiian Bank was Paid Off and Closed as part of the refinancing.\n\nFirst Hawaiian Bank ( FHB ) issues a Payoff Statement requiring {$200000.00} to pay off and close the HELOC. \nXXXX XXXX XXXX XXXX XXXX wires {$200000.00} to FHB, ( matching the amount in FHBs Payoff Statement ) and Closed Escrow on the refinance.\n\nFHB provides written confirmation to Borrower that the HELOC was Paid-Off and Closed FHB Re-Opens the Paid-Off and Closed HELOC and applies an Unsupported, False Balance without providing any reason for its actions, without providing documentation, and without Notice to Borrower. Any alleged shortage was never disclosed by FHB.\n\nFHB reports inaccurate information to the credit bureaus based on the False Balance that it applied to the improperly Re-Opened HELOC FHB improperly charged interest to the Borrower for months based on the False Balance FHB improperly withdrew funds from Borrowers bank account to pay improper interest charges, without authorization of the account holder and without notice to account holder To date, FHB has failed to provide any documentation supporting its position, has failed to take any corrective action despite multiple requests and notification that its actions constitute a violation of the law and are causing financial harm to the Borrower 1. Payoff Statement and\nEscrow Closing On XX/XX/XXXX, First Hawaiian Bank ( FHB ) issued a written HELOC Payoff Statement : indicating : TOTAL PAYOFF : {$200000.00}. \nOn XX/XX/XXXX, XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX  ( XXXX XXXX ) closed escrow on my refinance and wired {$200000.00} to FHB, exactly matching the amount demanded by FHB. \nOn XX/XX/XXXX, XXXX XXXX issued a written confirmation stating : XXXX XXXX XXXX wired {$200000.00} to FHB which was precisely the amount demanded and did so pursuant to and in reliance upon the Payoff Statement.\n\nMy Borrowers Settlement Statement likewise reflects a Loan Payoff to First Hawaiian Bank in the amount of {$200000.00}.\n\nThe HELOC Account History shows Principle Payments equaling the amount of the account balance owing prior to HELOC closure. Evidencing the loan was paid in full Any alleged shortage was never disclosed by FHB. To Date, no documentation in support of any alleged shortage has been provided by FHB.\n\n2. FHB Provides Written Confirmation that the HELOC was Paid Off and Closed XX/XX/XXXX In response to my email requesting : Kindly confirm that the HELOC was Paid Off and Closed, two FHB employees confirmed in writing that the HELOC was Paid Off and Closed, as follows : XX/XX/XXXX FHB Confirmation # 1 : From : XXXX XXXX ( XXXX ) I see it is showing as closed in our system. \nSCREENSHOT ATTACHED SHOWING {$0.00} BALANCE XX/XX/XXXX FHB Confirmation # 2 : From : XXXX XXXX ( XXXX ) Your HELOC was paid off and closed XX/XX/XXXX. \nOn XX/XX/XXXX, the HELOC was no longer visible on my FHB online banking dashboard when I signed in to my online FHB account 3. FHB Re-Opened the CLOSED and PAID-OFF HELOC and Applied a False Balance to the Account Despite confirming, in writing, that the HELOC was PAID-OFF and CLOSED : On XX/XX/XXXX, FHB Re-Opened the Closed and Paid-Off HELOC and Applied an Unsupported, False Balance to the Account Subsequent Account Details ( attached ) show : Total Outstanding False Balance : {$9000.00} Total Credit Line Improperly Reported : {$9000.00} Interest YTD : {$7500.00} ( as of XX/XX/XXXX ) The outstanding balance is not legitimate and exists solely because FHB, in violation of RESPA and FCRA, wrongfully applied an Undocumented , False Balance to a Closed and Paid Off HELOC 4. Wrongful Interest Charges Applied and Automatic Payments Drafted by FHB FHB improperly charged Interest on the Undocumented, False Balance FHB, without the Approval of or Notice to the Account Holder, initiated automatic withdrawals from my bank account to pay the wrongful interest charges on the False Balance Using FHBs own Account Details and transaction history : A. Wrongful Interest Interest YTD before payoff ( XX/XX/XXXX ) : {$6500.00} Interest YTD after payoff ( XX/XX/XXXX ) : {$7500.00} Wrongful Interest charged after payoff : {$1000.00} B. Wrongful Automatic Withdrawals FHB withdrew automatic payments to satisfy interest charges applied to the false balance, without Notice, Documentation, or Borrower Authorization : {$1000.00} in interest {$1100.00} in improperly drafted payments Total wrongful charges through XX/XX/XXXX : {$2200.00} These charges were taken after the loan was paid off and after FHB confirmed the account was closed.\n\n5. FHB Reported Inaccurate Information to Credit Bureaus FHB Improperly Reported : a {$10000.00} balance on a closed and paid off HELOC Credit Line Suspended an active HELOC account This inaccurate reporting has harmed my credit profile and is currently impeding my ability to refinance. \n\n6. Communications And Failed Resolution 6.1 Emails to FHB Requesting Correction Multiple attempts to resolve the issue by Borrower FHB ignored or failed to respond to Borrower No correction made despite documentation proving HELOC payoff and closure Calls not returned ; questions unanswered by FHB 6.2 Evidence of Non Response by FHB Employees who confirmed closure did not resolve the error No explanation provided for payoff reversal To date, FHB has provided no documentation supporting its actions In three separate emails spanning multiple months ( XX/XX/XXXX ; XX/XX/XXXX ; XX/XX/XXXX ), FHB claimed to be still investigating the matter. No findings were ever communicated, and no corrective action was taken.\n\nDespite repeated outreach and documentation, FHB did not correct the False Balance, stop wrongful charges or take any other corrective action 7. Harm and Potential Additional Damages FHBs errors have caused and are causing ongoing harm, including but not limited to : Wrongful withdrawals and wrongful interest charges Improper charges for interest, fees, and minimum payments on a loan that was paid off and closed ; Wrongful negative credit reporting. The appearance of an outstanding balance and adverse comments on Borrowers credit reports ; Ongoing Harm to Refinancing : I am currently in the process of applying for a refinance loan. FHBs Errors and Violations are causing continual and ongoing financial harm, including, without\nlimitation, delaying underwriting, threatening my interest rate and loan eligibility, jeopardizing closing and interfereing with my ability to obtain a new refinance loan on optimal terms.\n\nIf FHBs errors and/or its failure to promptly correct such errors results in any adverse impact to my pending refinance, including, but not limited to, rate increases, loan denial, or closing delays I will consider such harm to be a direct result of FHBs servicing errors and violations and its failure to resolve said issues in a timely manner. This shall serve as notice that I reserve all rights and remedies available under federal and state law.\n\n8. Errors Asserted Under 12 C.F.R. 1024.35 I assert the following documented Servicing Errors and Violations by FHB : 1. Failure to Provide Required Written Notice of Significant Account Changes Regulation Z 12 C.F.R. 1026.9 ( c ) ( 1 ) ( i ) Requires written notice before a creditor makes a significant change to a home secured credit account. \nFHB Violations : Reopened the HELOC Added a {$10000.00} balance Reversed the payoff Resumed interest and withdrawals Reported the account as active No written notice was provided.\n\nThis is a direct violation.\n\n2. Failure to Provide Adverse Action Notice ECOA / Regulation B 12 C.F.R. 1002.9 Requires written notice when a creditor : Suspends a credit line Changes terms Reports adverse information FHB Violation : FHB reported the HELOC as active with Credit Line Suspended without issuing an adverse action notice. \n\n3. Failure to Provide Notice Before Furnishing Negative Credit Information Fair Credit Reporting Act ( FCRA ) 15 U.S.C. 1681s 2 ( a ) ( 7 ) Requires notice to the consumer before furnishing negative information to credit bureaus.\n\nFHB Violation : Reported the HELOC as active with derogatory status without notifying the borrower.\n\n4. Failure to Provide Documentation Supporting Claimed Indebtedness RESPA 12 U.S.C. 2605 ( e ) Requires servicers to provide documentation supporting their position when a borrower disputes an account. \nFHB Violation : FHB has not produced any documentation supporting its claim that {$10000.00} is owed.\n\n5. Unfair or Deceptive Acts or Practices ( UDAP ) HRS 480 2 Prohibits unfair or deceptive acts in commerce.\n\nFHB Violations : Reopening a paid off HELOC Adding an unsupported balance Failing to notify the borrower Failing to provide documentation Continuing to charge interest Reporting inaccurate information Each of these is independently unfair and deceptive.\n\n6. Failure to Maintain Accurate Account Records RESPA 12 U.S.C. 2605 ( k ) ( 1 ) ( C ) Regulation X 12 C.F.R. 1024.38 ( a ) Servicers must maintain accurate and complete account information.\n\nFHB Violation : Created an erroneous balance of {$10000.00} after payoff. \n\n7. Wrongful Assessment of Fees and Interest Regulation X 12 C.F.R. 1024.35 ( b ) ( 5 ) Prohibits charging fees or interest not permitted by the loan.\n\nFHB Violation : Charged {$2200.00} in interest and withdrawals after the loan was paid off.\n\n8. Failure to Apply Payoff Properly Regulation Z 12 C.F.R. 1026.36 ( c ) ( 3 ) Requires lenders to accept a payoff statement amount as full satisfaction of the loan once the borrower tenders that amount.\n\nViolation : FHB reversed the payoff after confirming the loan was paid in full.\n\n9. Failure to Correct Servicing Errors Regulation X 12 C.F.R. 1024.35 ( b ) ( 1 ), ( b ) ( 3 ), ( b ) ( 5 ), ( b ) ( 11 ) Defines servicing errors including : Failure to apply payments correctly Imposing charges not permitted by the loan Providing inaccurate information Failing to respond to borrower inquiries Violation : FHBs payoff reversal and post payoff charges fall squarely within these categories.\n\n10. Failure to Comply with Hawaii Mortgage Servicer Requirements HRS 454F 4 Requires servicers to : Apply payments accurately Maintain truthful records Conduct servicing in a fair and honest manner Violation : FHBs reversal of a valid payoff and creation of an erroneous balance violates these duties.\n\n11. Failure to Provide Notice of HELOC Suspension or Adverse Action Regulation B ( ECOA ) 12 C.F.R. 1002.9 Requires written notice when a creditor takes adverse action on a credit line.\n\nViolation : FHB reported Credit Line Suspended without issuing an adverse action notice.\n\n12. Improper Withdrawal of Funds Without Authorization or Notice Electronic Fund Transfer Act ( EFTA ) 15 U.S.C. 1693e ( a ) requires that electronic fund transfers be authorized in writing by the account holder and that the consumer receive notice of such transactions. Regulation X 12 C.F.R. 1024.35 ( b ) ( 6 ) and ( b ) ( 10 ) defines servicing errors including failure to properly apply payments and imposing charges not permitted by the loan agreement. Consumer Financial Protection Act ( UDAAP ) 12 U.S.C. 5531 & 5536 prohibits unfair, deceptive, or abusive acts or practices in connection with consumer financial products. Truth in Lending Act ( TILA ) Regulation Z 1026.9 ( c ) requires written notice of any new charges or changes in account terms.\n\nFHB Violations : Initiated unauthorized electronic withdrawals from borrowers account to pay interest on a false balance. Failed to obtain account holder written authorization or provide notice of withdrawals. Assessed interest on a non existent debt after payoff confirmation. Misrepresented the existence of a valid balance and treated it as collectible debt. Failed to correct the error despite borrowers repeated notifications. \nEach withdrawal constitutes an unauthorized electronic fund transfer and a servicing error under 12C.F.R.1024.35 ( b ) ( 6 ) and ( b ) ( 10 ), as well as violations of EFTA, TILA , and UDAAP.\n\n11. Preservation of Rights, Notice of Non-Waiver This Notice of Errors and Violations is submitted pursuant to 12 C.F.R. 1024.35. Please treat it as such and respond within the timeframes required by law. Nothing in this letter should be construed as a waiver of any rights, claims, or remedies I may have against FHB, and I expressly reserve all rights and remedies under applicable federal and state law.\n\n12. Attachments and Supporting Documentation Attached, please find the following documents : 1.1 FHB Payoff Statement ( XX/XX/XXXX ) Payoff amount demanded : {$200000.00} Issued by FHB Consumer Credit Service Center.\n\n1.2 Borrowers Settlement Statement ( XX/XX/XXXX ) Shows {$200000.00} wired to FHB by XXXX XXXX XXXX. \nConfirms payoff was funded exactly as demanded. \nXXXX Old XXXX Title Payoff Letter ( XX/XX/XXXX ) XXXX Wire Confirmation ( XX/XX/XXXX ) Confirms XXXX XXXX wired the exact payoff amount demanded. \nXXXX Old XXXX Title Payoff Confirmation Letter ( XX/XX/XXXX ) Confirms XXXX XXXX wired the exact payoff amount demanded. \nStates any alleged shortage was not disclosed by FHB.\n\n1.6 FHB CONFIRMATIONS OF PAYOFF & CLOSURE 1 Email from FHB Loan Officer ( XX/XX/XXXX ) Your HELOC was paid off and closed XX/XX/XXXX. \n2 Email from FHB Personal Banking Officer ( XX/XX/XXXX ) I do see it is showing as closed in our system.\n\nThese emails confirm the loan was closed in FHBs system.\n\n1.7 FHB ACCOUNT HISTORY SHOWING PAYOFF REVERSAL Shows Principle Payments demonstating HELOC Paid in Full XX/XX/XXXX Payment {$82000.00} XX/XX/XXXX Payment {$9000.00} XX/XX/XXXX Payment {$200000.00} Shows the following critical entries : XX/XX/XXXX Regular Payoff + {$200000.00} XX/XX/XXXX Reversal {$200000.00} 1.8 FHB XXXX Account Balance Shows an Account Balance equal to the Payoff Statement 1.9 Email from Refinancing Lender ( XXXX XXXX ) Shows financial harm caused by FHB improper credit reporting, Re-Opening the Closed and Paid HELOC and Application of a False Balance on reopened HELOC","date_sent_to_company":"2026-04-29T00:40:03.000Z","issue":"Incorrect information on your report","sub_product":"Home equity loan or line of credit (HELOC)","zip_code":"23452","tags":null,"has_narrative":true,"complaint_id":"21690276","timely":"Yes","company_response":"Closed with monetary relief","submitted_via":"Web","company":"FIRST HAWAIIAN, INC.","date_received":"2026-04-29T00:18:28.000Z","state":"VA","company_public_response":null,"sub_issue":"Account status incorrect"},"highlight":{"complaint_what_happened":["Failure to Provide Required Written Notice of Significant Account <em>Changes</em> Regulation Z 12 C.F.R. 1026.9 ( c ) ( 1 ) ( i ) Requires written notice before a creditor <em>makes</em> a significant <em>change</em> to a home secured credit account. \nFHB Violations : Reopened the HELOC Added a {$10000.00} balance Reversed the <em>payoff</em> Resumed interest and withdrawals Reported the account as active No written notice was provided.\n\nThis is a direct violation.\n\n2."],"issue":["Incorrect information on <em>your</em> report"]},"sort":[11.716639,"21690276"]},{"_index":"complaint-public-v1","_id":"4448130","_score":11.685944,"_source":{"product":"Mortgage","complaint_what_happened":"I went through a Chapter XXXX in XXXX, and the plan was finalized XX/XX/XXXX. The account servicer at the time was XXXX XXXX XXXXXXXX XXXX. \n\nAs part of the plan, the property was appraised at {$460000.00}, which was the bank 's ( XXXX XXXX  ) appraiser 's valuation. The remainder of the loan balance and missed payments - about {$300000.00} ) was converted to unsecured debt, and I was to make court-approved payments on the principal and the unsecured debt. \n\nI commenced to make both my payments on time, but in month 6 - XX/XX/XXXX - XXXX began to return my court ordered payments for both categories and started reporting to the credit agencies that I was delinquent. In XXXX of XXXX my bankruptcy firm sent a strongly worded letter to XXXX that they were in violation of the court approved plan. \n\nI continued to make all my payments on time, sent certified mail. For two and a half years the bank returned my court-ordered payments. Their reason was the funds were not sufficient to cover my payment. I called XXXX and their reasoning was that they were not accepting the cramdown, even though it was by federal court decree, and they wanted payment for the entire balance. To restate, by order of the court, and based on their own appraisal, the property was worth {$460000.00}, and the rest of the debt was in excess of the value of the property - established by their appraiser - and was thus converted to unsecure status. Under bankruptcy law, you can not secure a property for more than it is worth. They determined the worth, the court affirmed it. \n\nAfter two and a half years in XXXX I reopened my bankruptcy case, because I was having the exact same problem with XXXX XXXX XXXX that I have had with XXXX They were playing by the same playbook - refuse payments, report me as delinquent to the credit bureaus. \n\nThe problem was I had a loan maturing with XXXX, and despite three years of on-time payments, XXXX XXXX lawyer ( he was XXXXXXXX XXXX lawyer, which originally had the note. But when the FDIC \" sold '' XXXX to XXXX  for {$1.00} Billion dollars and gave XXXX XXXXXXXX XXXX {$40.00} Billion loan portfolio, he began to work for XXXX ) chose to move for a \" voluntary foreclosure. '' This attorney had a personal animosity to me because the judge had removed the receiver XXXX had put in place, and gave me back my building. As a XXXX I was finishing a rehab on this historical property. The judge saw photos of my other building restorations and told \" XXXXXXXX XXXX attorney that XXXX 's receiver was pocketing the money and not moving to finish the project whereas she had seen pictures of my other building restorations, and she knew that I would finish the project, instead of just pocketing the money. XXXX XXXX attorney, XXXX XXXX, who loved to brag how fast he could take your building, moved to foreclose. I was unable to refinance because, although I was making my court-ordered payments on time, both XXXX and XXXXXXXX XXXX XXXXXXXX XXXX were reporting me as delinquent, even though it was them returning my court ordered payments. \n\nAnyhow, I lost the building, and reached a settlement with XXXX without the judge 's assistance. She wanted to go to trial over what was a clear violation of the Federal Bankruptcy Court 's orders. I realized she was extremely biased against debtors, and did not pursue a case against XXXX at that time, even though they were still refusing my payments and destroying my credit. The judge closed my case in XX/XX/XXXX once she confirmed my settlement with XXXX. Given her open bias against debtors, I could not pursue XXXX in her court. \n\nAfter XXXX XXXX years of sending payments to XXXX, including paying off the \" deficiency judgement '' which was the amount I owed on the unsecured portion of the debt, I stopped sending payments, because clearly they did not want the money, at least the money the court said they could have. I would call XXXX, and they would insist I owed the principal amount of {$680000.00}, plus all the missed payments. I would insist the court order was for {$460000.00} principal payments, and the rest was converted to unsecured debt. And we have been at a standstill for 12 years. \n\nIn XX/XX/XXXX, four years after the confirmation of my Chapter 11 Plan of Reorganization, XXXX once again filed a foreclosure action against me - despite the fact I had met all the terms of my Bankruptcy. For reasons unknown to me, or that I can't remember, the bank rescinded the Notice of Foreclosure and ceased communication with me. I did receive a letter that my loan had reached the 10 year mark, and my payments were reduced because of the much lower interest rates prevailing that the 6 3/4 % of the original note, but a ) it was clear this was based on the complete original loan amount, which the court had struck down, and b ) I was advised by counsel not to pay the amount since it was not in concordance with the Federal rulings in my case. \n\nI did pay a credit repair service to demand XXXX stop reporting me as delinquent, when it was them refusing my payments. This was accomplished and my credit started to slowly improve. \n\nIn XXXX the bank transferred my loan to Specialized Loan Servicing, which is XXXXXXXX XXXX outlaw servicer. I will pause here and remind everyone that XXXX XXXX has admitted to multiple counts of fraud, spanning many categories, so I am not making up the fact that they conduct business with a high level of fraud. \n\nI called SLS thinking perhaps we could have a fresh start. They were still insisting on the {$680000.00} principal. Following that, I would occasionally call SLS asking for a payoff, because I wanted to refi the note. By this point they were refusing to even discuss my loan stating that because the loan had matured in XXXX, there was confusion regarding the payoff amount. Finally in XXXX they sent me an IRS 1048 reflecting a {$460000.00} balance, but no other evidence of what they felt I owed them. Every time I would go to refi one of my other buildings, questions would arise about the property that SLS was servicing, and I would explain that SLS was basically refusing to discuss my loan. Banks, being the suspicious creatures they are would then reject my loan. I was forced to pay 9.9 % on commercial loans because SLS had so tarnished my reputation, despite a perfect payment history as reported by the credit bureaus. \n\nFour more years go by, I have no communication from SLS. Finally in XXXX of XXXX I get a letter from SLS saying they are ready, under California Law, to avoid foreclosure. \n\nOnce again, no mention of what is owed or any facts related to my loan. \n\nOn XX/XX/XXXX SLS hires a law firm and they record a notice of default against my property, demanding {$95000.00} in arrears and a principal amount of {$680000.00}, the number that was converted to {$460000.00} principal and the balance as unsecured debt 13 years ago in Federal Court. SLS has now ignored the Federal Bankruptcy Court 's ruling for 12 years, destroying my credit, threatening my livelihood, the reputational damage of an unpaid loan. \n\nI hired an attorney and we sent their counsel a request for a payoff letter for the loan. Their counsel insisted we contact SLS directly. My attorney wrote SLS a letter asking for a payoff letter. SLS responded that it was their attorney that would have to provide such documents, but that a payoff letter would be forthcoming.\n\nWeeks went by and no letter. My attorney wrote SLS 's attorney again, demanding that either they or SLS provide a payoff letter. \n\nFinally, on XX/XX/XXXX we received a payoff letter from SLS. It is demanding over {$1.00} XXXX dollars to pay off the loan. In the payoff they state there is {$460000.00} principal owed and they refer to the part of the that was converted to unsecured - and which I paid off - as \" deferred principal, '' which is not in the bankruptcy plan. \n\nThey further create payments and fees, based on information in defiance of the Reorganization Plan, bringing the balance owed to over {$1.00} XXXX dollars. \n\nSo now we have a bank that has openly defied the XXXX XXXX, that has changed the default amount from {$95000.00} and {$680000.00} to over {$1.00} XXXX dollars. \n\nUnder Bankruptcy law any amounts that are in concordance with the plan, and are returned by the creditor, are forfeited by the creditor. You can not refuse court ordered payments to trigger a default. You refuse payment, you lose it. Just to be clear, I have always kept my casualty hazard insurance paid up on this property. \n\nI am seeking to resolve this matter in concordance with the Bankruptcy Plan that was approved in XXXX. I want the NOD withdrawn. Unfortunately, otherwise I will have to seek sanctions and relief from the XXXX XXXX for this egregious ignoring of a confirmed bankruptcy plan, the reporting of false information to the credit bureaus, loss of reputation and of course their culpability in reporting false information to the credit bureaus that resulted in me not being able to refi my XXXX property, which would now be worth in excess of {$2.00} XXXX dollars. \n\n12 years of stress, even though I have followed the court order to a \" t '' and SLS and XXXX act as if the court order doesn't exist. \n\nI would appreciate any help you can offer in resolving this. CFPB was instrumental in resolving the XXXX case, which was a mirror of this problem, but which was resolved - with your help - in XXXX. \n\nThank you.","date_sent_to_company":"2021-06-22T18:43:32.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"90026","tags":"Older American","has_narrative":true,"complaint_id":"4448130","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"Specialized Loan Servicing Holdings LLC","date_received":"2021-06-10T14:36:52.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":null},"highlight":{"complaint_what_happened":["The remainder of the loan balance and missed payments - about {$300000.00} ) was converted to unsecured <em>debt</em>, and I was to <em>make</em> court-approved payments on the principal and the unsecured <em>debt</em>. \n\nI commenced to <em>make</em> both my payments on time, but in month 6 - XX/XX/XXXX - XXXX began to return my court ordered payments for both categories and started reporting to the credit agencies that I was delinquent."]},"sort":[11.685944,"4448130"]},{"_index":"complaint-public-v1","_id":"16213586","_score":11.567053,"_source":{"product":"Mortgage","complaint_what_happened":"EXECUTIVE SUMMARY Wells Fargo violated their autopay contract terms and damaged my credit profile through inadequate notification procedures. In XX/XX/XXXX, I made {$200000.00} in mortgage prepayments to accelerate my loan payoff. When my prepayments created smaller monthly payment requirements, Wells Fargo canceled my autopay instead of honoring their contractual obligation to process reduced payment amounts. \n\nDespite maintaining a perfect payment history and XXXX XXXX score for years, Wells Fargo 's notification procedures left me unaware of the autopay cancellation. Their online statements provided no clear indication of the cancellation, and they failed to use my preferred electronic communication method for this critical notice. This resulted in payment delays that Wells Fargo reported to credit bureaus as delinquencies, causing my XXXX score to drop XXXX points from XXXX to XXXX ( Evidence Item XXXX ). \n\nWells Fargo acknowledged in writing that they canceled autopay because my \" unpaid principal balance was less than the total amount of your contractual monthly payment '' - contradicting their contract terms that require processing the \" lesser amount '' rather than canceling autopay ( Evidence Items XXXX and XXXX ). Despite acknowledging these circumstances, Wells Fargo has declined to provide remediation. \n\nThe prepayments caused the final payment amount to be smaller than the monthly payment. This represents a pattern where Wells Fargo 's policies may penalize borrowers who make prepayments, combined with credit reporting that may not accurately reflect the circumstances of payment delays caused by the bank 's own procedural changes. \n\nDETAILED TIMELINE XX/XX/XXXX : Made XXXX significant principal prepayments totaling {$200000.00} ( XXXX payments of {$50000.00} and XXXX payment of {$100000.00} ) to accelerate loan payoff from XXXX  years to approximately XXXX  years. \n\nXX/XX/XXXX- XX/XX/XXXX : Maintained perfect XXXX XXXX score consistently while continuing regular autopay mortgage payments. \n\nXX/XX/XXXX : Wells Fargo canceled autopay without adequate notice because prepayments created final payment amounts less than the original contractual monthly payment. Wells Fargo sent cancellation notice via regular mail despite knowing my preference for electronic communications. \n\nXXXX - XX/XX/XXXX : Continued to rely on autopay, unaware of cancellation due to inadequate notification. Online mortgage statements showed no clear indication of autopay cancellation. Borrower was not alarmed to see debt due to peace of mind knowing autopay is still active. \n\nXX/XX/XXXX : Wells Fargo sent loan modification solicitation via certified mail ( proving certified mail capability ), disguised as marketing material while concealing that delinquencies were caused by their own autopay cancellation. \n\nXXXX through XX/XX/XXXX : While traveling internationally, borrower proactively called Wells Fargo about loan payoff delays and was shocked to be transferred to Debt Collection department, learning about delinquencies for the first time. \n\nXX/XX/XXXX : XXXX  score dropped to XXXX, then XXXX in XXXX- a devastating XXXX decline from perfect XXXX. \n\nXX/XX/XXXX : Immediately resolved outstanding balance upon discovery. Wells Fargo sent confusing letter asking to cancel autopay they had already canceled. \n\nXX/XX/XXXX : Wells Fargo complaint response ( Case # XXXX ) admitted they canceled autopay because \" unpaid principal balance was less than the total amount of your contractual monthly payment '' but refused to acknowledge any error despite this contradicting their contract terms. \n\nSUPPORTING EVIDENCE DOCUMENTATION EVIDENCE ITEM 1 : WELLS FARGO AUTO PAYMENTS AUTHORIZATION AGREEMENT Documents Included : Wells Fargo Auto Payments Authorization Agreement with contractual terms for automatic payment processing Key Legal Foundation : The agreement states \" If your final payment shown on your monthly statement is less than the amount you've authorized to withdraw, Wells Fargo Auto will process the lesser amount. '' This establishes Wells Fargo 's contractual obligation to process reduced payment amounts rather than canceling autopay, contradicting their subsequent actions. \n\nEVIDENCE ITEM 2 : CREDIT SCORE DOCUMENTATION - XXXX  XXXX XXXX DESTROYED Documents Included : - Wells Fargo Credit Close-Up reports showing perfect XXXX XXXX score maintained XX/XX/XXXX through XX/XX/XXXX - Wells Fargo XXXX Account XXXX XXXX XXXX XXXX payment history - XXXX  credit report showing \" WFBNA HL '' ( Wells Fargo ) reporting \" XXXX LATE PAYMENTS '' Key Evidence Points : Perfect XXXX XXXX score maintained consistently for years, followed by decline to XXXX ( XXXX ) and XXXX ( XXXX ) - a XXXX drop coinciding with Wells Fargo 's late XXXX XXXX. Prepayments created non-round final payment amounts that triggered automatic autopay cancellation. \n\nEVIDENCE ITEM XXXX : WELLS FARGO COMPLAINT RESPONSE LETTER XX/XX/XXXX - Case # XXXX Documents Included : - Wells Fargo Enterprise Complaints Management response signed by XXXX XXXX, XXXX XXXX XXXX XXXX - XX/XX/XXXX debt confirmation letter - Online mortgage statements ( XXXX ) showing concealment of autopay cancellation Critical Admissions : Wells Fargo acknowledges `` we confirmed your unpaid principal balance was less than the total amount of your contractual monthly payment and we sent you the enclosed letter dated XX/XX/XXXX, that we stopped your automatic mortgage payments '' - contradicting their contract obligation to process lesser amounts. Despite acknowledging online statement preference, they used regular mail for critical notifications and can not confirm receipt. \n\nEVIDENCE ITEM XXXX : SYSTEMATIC PROCEDURAL FAILURES & BAD FAITH COMMUNICATIONS Documents Included : - XX/XX/XXXX \" Right to Request Modified Mortgage Loan '' letter ( certified mail ) - XX/XX/XXXX loan payoff confirmation letter - XX/XX/XXXX confusing autopay cancellation warning for \" already cancelled '' autopay Key Evidence : Wells Fargo used certified mail for loan modification solicitation, demonstrating capability that contradicts explanations for not using certified mail for critical autopay cancellation. Loan modification letter referenced foreclosure while Wells Fargo was aware that payment delays were related to their autopay cancellation. Post-payoff autopay correspondence demonstrates internal communication inconsistencies.","date_sent_to_company":"2025-09-26T22:08:31.000Z","issue":"Problem with a company's investigation into an existing problem","sub_product":"Conventional home mortgage","zip_code":"017XX","tags":null,"has_narrative":true,"complaint_id":"16213586","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"WELLS FARGO & COMPANY","date_received":"2025-09-26T21:43:10.000Z","state":"MA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Their investigation did not fix an error on your report"},"highlight":{"complaint_what_happened":["This represents a pattern where Wells Fargo 's policies may penalize borrowers who <em>make</em> prepayments, combined with credit reporting that may not accurately reflect the circumstances of payment delays caused by the bank 's own procedural <em>changes</em>. \n\nDETAILED TIMELINE XX/XX/XXXX : Made XXXX significant principal prepayments totaling {$200000.00} ( XXXX payments of {$50000.00} and XXXX payment of {$100000.00} ) to accelerate loan <em>payoff</em> from XXXX  years to approximately XXXX  years."],"sub_issue":["Their investigation did not fix an error on <em>your</em> report"]},"sort":[11.567053,"16213586"]},{"_index":"complaint-public-v1","_id":"2845811","_score":11.452609,"_source":{"product":"Mortgage","complaint_what_happened":"XX/XX/XXXX ; We had a house fire. The home has a small mortgage balance of a little over {$17000.00}. Due to significant loss and complex claim, our Insurance adjuster suggested to simplify and streamline the process, issuing a check to my husband and myself and J.P.Morgan Chase, to payoff the mortgage. We agreed, phoned Chase and received a payoff quote via phone, followed up by a letter in the mail. My husband and I endorsed the check, payable to us and J. P. Morgan Chase. I mailed the check Priority Mail, exactly as per Chase 's instructions along with a copy of the payoff letter. On XX/XX/XXXX, I received via mail a past due notice for the XX/XX/XXXX, mortgage payment. I phoned J. P. Morgan Chase Mortgage Department, explaining the situation and asking the reason for the past due notice. I was told that it takes time to process a payoff and not to be concerned, it just had not had time to go through. \n\nXX/XX/XXXX, I receive notice that I am 2 months past due on my payments. This was the first of 40 phone calls that I placed to Chase. First, every time I called I was met with the call center recording that I am past due and they are trying to collect a debt and the call is being recorded. I was stuck in a loop of \" let me check and someone will call you back '', finally after numerous unreturned calls and my calling them back and starting again in the loop, I reached a supervisor that informed me there was no record of a payoff package being received by Chase. I explained that I had copies of everything, including the USPS receipt indicated that it had been delivered to Chase on XX/XX/XXXX. At that point, they asked that I fax copies of the package. This was followed by a call that this was an insurance claim and I needed to be speaking to the Chase Insurance Department, not the Mortgage Company. I explained an insurance claim was not made and that a check was issued and sent to the mortgage company. They transferred me to the Insurance Department anyways and of course, that Dept. indicated they did not have an open claim on the property or account. And I was given a phone number to call and guess what - I am back to the Call Center - square one. Finally, I was escalated to a Call Center supervisor, one of the three times due to the fact that no one was returning promised calls and I would call back. Finally, a Call Center supervisor indicated they had received the fax and that the check was lost and that I should contact the insurance company to see if the check was processed, stop payment and ask them to issue another check. ( Please, keep in mind I am already being reported as past due 2 mos. ) I indicated that my attorney had recommended that I not speak to the insurance company at that time and I suggested since they had lost the check and had a copy with all the information on it, including the agents direct phone number, since the check was lost in their possession they pick up the phone call and see if anyone at Chase had negotiated the check. And also, went on to ask me if I could just send them a personal check or ask the Insurance to issue a check without J. P. Morgan Chase, as additional payee ... ..this is the same bank that insisted as being listed as the mortgage holder on our account .... Once again, I am transferred back to the Insurance Department , to one of Chase 's finest employees, in my opinion. She apologized for the problem, explained that she is in the Insurance Department, and although there is not claim she would try to help, see would call XXXX and she would phone me back ( bless her heart ). Her name is XXXX XXXX, she also, went so far as to tell that my caller ID would come up with a XXXX XXXX five digit number and it would be her to please answer. She returned my calls, got me on track and even followed up to see how things were progressing. Additionally, she advised me to get the name of a specific person in the Chase Mortgage Department to send the replacement check too. \n\nLittle did XXXX XXXX know it would take a near act of Congress to get a name and address. Finally, after addition calls and requested to speak Chase Internal Audit Department and Chase Legal Department ( both of which I was told they do not have ) I reached the Executive Resolution Level ... ..I spoke with a gentleman name XXXX, recapped the situation and how to resolve the issue to my disbelief I was told he was the laison to the Executive level and someone would call me back in 48 hours, ( this call was on a Thursday and I was assured I would hear back by the next Tuesday - a long 48 hours ) I insisted on a name and was told the \" investigation '' was assigned to XXXX XXXX XXXX . When XXXX XXXX called, instead of offering a solution, she informed me she would look in to the \" facts '' and call me back by XX/XX/XXXX ; I did not received a call back and at XXXX PM ( and not knowing where she was located ) EST and was informed that she had left for the day. I confirmed with the lady that answered that XXXX XXXX had been in the office that day, but had about XXXX PM. She confirmed the same. I briefly explained that she owed me a call and asked if I could speak with someone else. The response was there was no one else available that department usually leaves early, but that she would put a note of XXXX XXXX 's desk and if she did not call me that following day that I should phone her supervisor, XXXX XXXX, and provided me his number. \n\nXXXX XXXX did call me the next day. At this point, I had in my hand a replacement check from XXXX, for the same payoff amount as was originally issued for XX/XX/XXXX ; it is now XX/XX/XXXX. During, the course of their \" investigations '' they did not both to suspend past due notice, freeze accruals on the account or credit bureau reporting. Basically, they did very. My request to XXXX XXXX was to adjust the payoff to the XX/XX/XXXX quote, provide me a name and address of where to send the \" replacement payoff check '' ; to satisfy the mortgage and provide me evidence of the same ; and to notify the credit reporting agencies of the error and restore my credit rating. ( Which has dropped almost 300 points due to this issue ... ..my XXXX card, which I have had for 47 years, notified me yesterday that my credit limit has been decreased from {$50000.00} to {$25000.00} ; and the pay over time option suspended ... ..due to reporting of past due balances with other creditors ... .I received similar notification from my personal bank card. XXXX XXXX informed that she found no evidence that Chase had done anything wrong and therefore that would not do what I requested. I explained I understood if she did not have the authority to do that and would she please transfer me to someone that does or to her supervisor, XXXX XXXX. XXXX XXXX informed me that XXXX XXXX was not available and that there is not avenue to change the decision. I told her that I understand, but I would like to speak to someone at the next level, or internal audit or legal department ... someone that could make an independent decision. Again, I was told there were not such departments and that no one could alter the decision. Again, she told me XXXX XXXX was not available, but I could speak to XXXX XXXX. While XXXX XXXX was the most help, XXXX XXXX was the total opposite. She indicated that she could tell me nothing different that XXXX XXXX and there were no more levels. At that point, I inquired of XXXX XXXX if she was XXXX XXXX 's supervisor or her peer. She confirmed that she was a peer and I again asked, XXXX XXXX. XXXX XXXX told me that XXXX XXXX would tell me the same thing as she and XXXX XXXX that the decision stands and that no one at J. P. Morgan Chase could alter her decision ... .there are no more levels. XXXX XXXX response to the fact that I had evidence of delivery of the payoff on XX/XX/XXXX, was that they received the payoff package, but there was not a check inside. I asked her to clarify my understanding of what she was saying that she is the final decision make at J. P. Morgan Chase and that no one in the organization could override her decision, including her supervisor, XXXX XXXX XXXX, she confirmed that and I asked if that included the Chairman and CEO, XXXX XXXX. She confirmed that to be correct. I explained that I personally do not know XXXX XXXX, but know people that do and I would work diligently to inform him of Chase 's actions. At this point, I called my attorney. We met the next morning and together we phoned XXXX XXXX, asked for XXXX XXXX. Of course, he was not in, but we did get a phone number for him. My attorney asked XXXX XXXX who we should send the replacement check to. Again, she would have to find out and call back - I spoke with XXXX XXXX on speaker with my attorney in his office. Authorizing Chase to deal with him directly. The very next day, I received a garbled voicemail from Chase, maybe XXXX? that I need to send a letter authorizing them to speak to my attorney, I notified my attorney. He drafted a letter to that effect that I faxed. The very day, a garbled voicemail from XXXX ... same thing. \nFinally, XXXX XXXX finally provides the name and address to mail the replacement check to - it is exactly the same payoff address the original check was sent to in the instructions. This time it had a persons name ... ..it was sent XXXX overnight to that person, with signature confirmation on XX/XX/XXXX. On XX/XX/XXXX, it was processed by the Insurance Department. Our attorney has indicated that he can sue for damages, it will be good for him - we will run up a big bill, but that Chase does not care. They will not admit any wrong doing and therefore, do not have to do anything. This is so unjust. Chase never acknowledged that fact that I had turned the issue over to my attorney and continued to address through their system. \n\nGeneral information : Chase Payoff Center is in XXXX, Ohio ; the Insurance Department is in XXXX, Georgia. NOTE : REPLACEMENT CHECK WAS ISSUED BY XXXX  ON XX/XX/XXXX, AND IT TOOK UNTIL XX/XX/XXXX, TO GET CHASE TO TELL US WHERE TO SEND IT AND UNTIL XXXX, TO APPLY IT ... ... .... \nSUMMARY XX/XX/XXXX ; USPS Chase Payoff Letter & XXXX 's Pay-off Check as per instructed to : Chase, Attn : Payoff Processing / Mail Code XXXX, XXXX XXXX XXXX, XXXX, OH XXXX, USPS Tracking. \nXX/XX/XXXX ; Received Past Due Notice, Phoned Mtg. Dept. Number on the Notice - told it had not had time to process - just wait. \nXX/XX/XXXX or XXXX, Received a 2 month past due notice. Phoned and opened a case with the Call Center - ( XXXX XXXX indicated this is the first call of record the one to the mtg. dept. on XX/XX/XXXX, does not show up. ) XX/XX/XXXX ; rec. Letter from Chase indicating \" We have received your application for mortgage assistance. '' NOTE - WE DID NOT MAKE THIS APPLICATION. \nXX/XX/XXXX ; Faxed XXXX to XXXX XXXX XXXX , at Chase request a copy of the Transmission verification form where I had previously sent the following information, a copy of the original payoff check, USPS Tracking Receipt, Past Due Letter that prompted my first call on XX/XX/XXXX ; Email Correspondence with XXXX , explaining Chase lost the check, would they check to see if it was negotiated, stop payment, if not and reissue the check - which they did ; and a copy of the Reissued Check. - NOTE AT THIS POINT I HAD THE CHECK IN HAND AND COULD NOT GET A NAME FROM CHASE TO SEND IT TO ... ..this is where they asked if I could send them a check w/o Chase 's as joint payee. \nXX/XX/XXXX ; Escalated to Executive Level - promised to return call in 48 hours. \nXX/XX/XXXX, rec. letter from Chase, \" We received your request on XX/XX/XXXX and expect to have an answer for you by, XX/XX/XXXX. We appreciate you patience while we research and resolve your request. '' ALMOST A WHOLE MONTH ... XXXX \nXX/XX/XXXX ; Did not get return call, I phoned Chase - different person each call - no last names XX/XX/XXXX Assigned to the Executive Level to investigate. Was told XXXX XXXX XXXX, ext. XXXX, would call me. Her message was not a solution, another investigation into whether Chase had done anything wrong ( reXXXX, call was to open investigation - my expectation was a resolution. ) XXXX XXXX indicated she would call me back XX/XX/XXXX ; at XXXX PM, XXXX - because I was concerned that no one really calls back - I phoned her and learned she had been in the office, but had left for the day ( see details above. ) XX/XX/XXXX XXXX XXXX called making excuses that she had been in meetings. I thought given I had been working on this since XX/XX/XXXX, she would at least have had the courtesy to reschedule the call. \nXX/XX/XXXX, is the date XXXX XXXX informed me of her position, passed me to XXXX XXXX, and I contacted my attorney. \nXX/XX/XXXX, rec. Chase letter, for a payoff through XX/XX/XXXX, indicated it was being sent \" because you requested, your payoff amount changed, or you are reaching your final payment. '' NOTE - NEITHER WE OR OUR ATTORNEY REQUESTED THIS ... .. \nXX/XX/XXXX, our attorney sent a letter with the replacement payoff check to Chase. \nXX/XX/XXXX, rec. Chase letter referring to my XX/XX/XXXX, request to adjust the payoff - Chase 's written confirmation they will not adjust payment and that they \" carefully reviewed the credit reporting for your loan, and we didn't find any instances of misreperentations. '' We must report any payments you make as we receive them, and we can change negative reporting only when we make a processing error. '' AND THAT IS TRUE - THE LOAN WAS PAST DUE - BUT IT WAS DUE TO CHASE LOOSING THE CHECK AND DRAGGING OUT THE ISSUE FOR 3 MONTHS - IT WAS NOT A PROCESSING ERROR =- THEY LOST IT - THEY DID NOT PROCESS IT AT ALL. The letter is signed Mortgage Banking Executive Office - NO NAME - NO ACCOUNTABILITY. \nXX/XX/XXXX, Received a letter from Chase, XXXX XXXX, introducing himself as relationship manager to \" best assistance option for your mortgage loan. '' XX/XX/XXXX, responded to garbled voicemails ( caller ID XXXX ( XXXX ) XXXX ) demanding a letter of authorization to speak directly to our attorney, with a letter faxed to Chase to that effect. \nThere were really 40 phone calls - the last one was yesterday when I received a letter from Chase Mortgage Department the loan is paid in full and a XXXX, refund check. The interesting thing I learned from the young man I spoke with in the Mortgage Department when I phoned, was THAT CHASE MORTGAGE CAN NOT PROCESS AN INSURANCE CHECK, THE CAN NOT ENDORSE A CHECK FOR J.P. MORGAN CHASE ... ... ... .IT WOULD HAVE BEEN NICE TO HAVE KNOWN THAT IN THE BEGINNING ... ... ... \nNames of people that I was able to get a new from in the course of the 40 calls .... \nno particular order, XXXX XXXX ; XXXX XXXX, XXXX XXXX, XXXX, ext. XXXX ; XXXX XXXX ; XXXX XXXX, XXXX XXXX, XXXX, fax XXXX ; XXXX XXXX ; XXXX XXXX, XXXX XXXX, XXXX XXXX, XXXX XXXX and Call Center Employees that were very nice, knew their scripts well, but had no authority to help. Chase 's best ( XXXX XXXX ) and worst ( XXXX XXXX ) in my opinion. \n\nChase has finally applied the payment, notified me the loan is paid in full. \n1. We want a satisfied mortgage and legal evidence of that satisfaction.\n\n2. Restoration of the impeccable credit we have built and enjoyed for over 65 years.\n\n3. Withdrawal of all negative financial information to reporting agencies or comparable information to the same affect.\n\n4. We want in immediately - just as promptly as the negative reports were feed out.\n\n5. We written evidence physical evidence that it has been completed, in a form that will be acceptable and support any entity or party that extends credit based on Credit Reports. \n\n\n\nNOTE : CHASE HAS COPIES OF ALL NAMES DOCUMENTS AND RECORDED CONVERSATIONS ... ... ... THEREFORE, I AM NOT ATTACHING ANY DOCUMENTATION.","date_sent_to_company":"2018-03-16T23:35:31.000Z","issue":"Trouble during payment process","sub_product":"Conventional home mortgage","zip_code":"XXXXX","tags":null,"has_narrative":true,"complaint_id":"2845811","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"JPMORGAN CHASE & CO.","date_received":"2018-03-16T23:16:58.000Z","state":"TN","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["Chase letter, for a <em>payoff</em> through XX/XX/XXXX, indicated it was being sent \" because you requested, <em>your</em> <em>payoff</em> amount <em>changed</em>, or you are reaching <em>your</em> final payment. '' NOTE - NEITHER WE OR OUR ATTORNEY REQUESTED THIS ... .. \nXX/XX/XXXX, our attorney sent a letter with the replacement <em>payoff</em> check to Chase. \nXX/XX/XXXX, rec."]},"sort":[11.452609,"2845811"]},{"_index":"complaint-public-v1","_id":"3439972","_score":11.411793,"_source":{"product":"Credit reporting, credit repair services, or other personal consumer reports","complaint_what_happened":"I'm working with a company called Freedom Debt Relief where I'm paying off creditors. I've been paying for months and I've paid off some of my debts ( Over {$1500.00} roughly so far. ) I still have {$370.00} in the XXXX XXXX account held for one creditor ( XXXX XXXX XXXX  ) that I need to pay off. The pay-off amount is {$390.00}. \n\n\nUnfortunately, I XXXX XXXX and my salary has gotten horrific over the past year, to the point where I'm trying to change fields. I'm studying XXXX XXXX and XXXX XXXX online. Within the next few months I expect to make much more income. \n\nI told Freedom Debt Relief that I can't make my monthly payment of {$280.00} I live alone in XXXX XXXX, my rent is {$1300.00}, and I make about {$600.00} per week ( before gas expenses ) XXXX  XXXX  40 to 50 hours per week. \n\nXXXX XXXX said that their policy is : I have to call each month in order to keep them from debiting my bank account for the amount of {$280.00}. \n\nWhenever I call, they go into a spiel about the importance of paying the full amount. \n\nI explain to them that unfortunately I don't even have {$280.00} in my bank account, but they keep on talking fast like a used car salesman. \n\nImportant : There is {$370.00} in my Freedom Debt Relief account and I owe XXXX  XXXX XXXX  {$390.00}. \n\nFreedom Debt Relief could easily pay this debt off ( and I'd be happy to give them the {$15.00} to pay it ), but I have a bigger account with XXXX  XXXX XXXX that needs to be paid : this account is not a part of my agreement with Freedom Debt. \n\nBut Freedom Debt knows about it and wants to make the money from this {$18000.00} debt. \n\nAnyway, rather than just paying the XXXX  XXXX Debt, they keep lying and saying they can't take less than {$100.00} for the payment because they know the account is VERY close to having enough to pay off XXXX XXXX XXXX, but they want the XXXX XXXX XXXX account, which I have not agreed to pay through Freedom Debt. \n\nSo, I called XXXX XXXX yesterday and sent them 2 emails stating that I do not want them taking the {$280.00} out of my bank account. In the emails, I told them that they are not authorized to take this money out of my account. \n\nWhen I called yestereday, a female representative kept talking fast and arguing with me about paying the {$280.00}. \n\nShe kept cutting me off mid-sentence and then placed me on hold for an extended period of time. After I hung up to start studying and then go to work, she never returned my call. \n\nWhen I called back today ( XX/XX/2019 at roughly noon ), another female representative told me the following : \" Our systems notified us that you purposoley hung up the phone call yesterday. And since you hung up, we couldn't stop the payment from going through. So the {$280.00} will hit your account on XX/XX/2019. '' They knew I was calling to tell them they are not authorized to take money out of my bank account. Instead of calling me back, they allowed the payment to process. \n\nAlso, I sent them 2 emails yesterday and when I asked if they received the emails, ( I've uploaded the email with confirmation that it was sent to them ), they said that they didn't receive the email. I sent one email from my XXXX  account and one through their actual website. \n\nSo their systems can tell them that I hung up a phone call, in which I was on hold for a long period of time ... .but their systems can't tell them that I sent an email twice!!? \n\nNow, one of two things is going to happen : Either my bank account will go into overdraft on XX/XX/XXXX, or I'll need to borrow money from a family member, thus alerting people about this private financial situation. \n\nSince they will now be receiving {$280.00} from my bank account, there will be a total of {$650.00} in the XXXX XXXX account. The total payoff for XXXX XXXX XXXX  is {$390.00}. \n\nSo I told XXXX XXXX to pay off the creditor and then return ALL remaining funds to my account. I'd like to end my account with XXXX XXXX. So they will owe me roughly {$250.00}. I want to make sure this gets paid back to me because these people are fast talkers and very decietful. \n\nImportant Note : I informed them that I would be calling the Attorney General to file a complaint and they just sent a response to the email I sent yesterday where I told them that I don't want the funds taken out of my account. \n\nIn XXXX XXXX 's response email, it says that I need to call them within 2 business days if I don't want the money taken out of my account. Yesterday was XX/XX/XXXX, the bill is due XX/XX/XXXX, but they're still taking the money out of my account. -- -- Email attached.","date_sent_to_company":"2019-11-15T21:28:31.000Z","issue":"Unexpected or other fees","sub_product":"Credit repair services","zip_code":"91352","tags":null,"has_narrative":true,"complaint_id":"3439972","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"FREEDOM FINANCIAL NETWORK","date_received":"2019-11-15T20:03:13.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["I'm working with a company called Freedom <em>Debt</em> Relief where I'm paying off creditors. I've been paying for months and I've paid off some of my <em>debts</em> ( Over {$1500.00} roughly so far. ) I still have {$370.00} in the XXXX XXXX account held for one creditor ( XXXX XXXX XXXX  ) that I need to pay off. The <em>pay-off</em> amount is {$390.00}. \n\n\nUnfortunately, I XXXX XXXX and my salary has gotten horrific over the past year, to the point where I'm trying to <em>change</em> fields."]},"sort":[11.411793,"3439972"]},{"_index":"complaint-public-v1","_id":"20694837","_score":11.381079,"_source":{"product":"Vehicle loan or lease","complaint_what_happened":"XXXX XXXX XXXX XXXX XXXX XXXX, TN XXXX Date : XX/XX/XXXX Via Certified Mail and Electronic Submission XXXX XXXX XXXX XXXX, Southeast Toyota Finance Southeast Toyota Finance XXXX World Omni Financial Corp . \nXXXX XXXX Department XXXX. XXXX XXXX XXXX, AL XXXX Re : Formal Dispute, Accounting and Record Demand, Furnishing Reconciliation Demand, Identification of Decision-Makers, and Preservation Notice Account No. : XXXX Vehicle : XXXX XXXX XXXX XXXX : XXXX To Whom It May Concern : I dispute the accuracy, completeness, and legal validity of your handling, classification, account history, bankruptcy treatment, and credit furnishing concerning the above-referenced account. This dispute concerns mutually inconsistent treatment of the same obligation, including payoff or third-party satisfaction, vehicle disposition, bankruptcy coding, account-end-state coding, and furnishing to consumer reporting agencies. The Fair Credit Reporting Act requires accurate and complete furnishing and, after notice of dispute from a consumer reporting agency, a reasonable investigation and correction of inaccurate or incomplete information. See 15 U.S.C. 1681s-2 ( a ), 1681s-2 ( b ) ; XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. \n\nYour company has acknowledged receipt of my prior correspondence and complaint materials, but no substantive reconciliation has been provided. The issue is straightforward : a single debt can not be assigned incompatible endings without a documented and coherent chronology. If the obligation was satisfied through payoff, trade, sale, or third-party remittance, then you must identify the transaction, date, amount, application, and resulting balance. If you contend the account was surrendered and discharged in bankruptcy, then you must identify the factual basis, the accounting basis, the status of the collateral, and the exact balance allegedly discharged after all payments and proceeds were applied. Furnishing may be actionable when it is misleading even if one isolated data point, viewed in a vacuum, is technically true. Saunders, 526 F.3d at 148-50. \n\nThis letter serves as : ( 1 ) a formal dispute ; ( 2 ) a demand for a complete accounting and reconciliation ; ( 3 ) a demand for identification of the individuals, departments, systems, vendors, and decision paths responsible for the actions at issue; and ( 4 ) a preservation notice. To the extent any repossession, recovery, or collection action occurred during the pendency of the Chapter 7 case, you are also on notice that the automatic stay generally bars acts to collect, recover, or obtain possession of estate property absent relief from stay, and that willful violations can give rise to actual damages, including attorneys fees, and in appropriate cases punitive damages. 11 U.S.C. 362 ( a ), 362 ( k ). After discharge, attempts to collect a discharged debt as a personal liability are barred by the discharge injunction. 11 U.S.C. 524 ( a ) ( 2 ). See also XXXX v. XXXX, XXXX XXXX XXXX, XXXX, XXXX ( XXXX ). \n\nPlease provide the following in writing within 15 days of your receipt of this letter : XXXX. Complete Transaction History and Accounting Reconciliation Provide a complete transaction-level history from origination through present, including all payments, reversals, adjustments, credits, fees, payoff entries, sale proceeds, recoveries, deficiency calculations, write-offs, charge-off entries, bankruptcy-related status changes, and all internal account-end-state changes. For each entry, identify the date, amount, transaction description, source, effect on principal, interest, fees, and total balance, and the user, department, or system that posted it. Also identify the exact balance on : ( a ) the bankruptcy petition date ; ( b ) immediately before any alleged payoff, trade satisfaction, or sale; ( c ) immediately after any such transaction ; ( d ) the date of any alleged surrender, discharge, charge-off, or deficiency determination ; and ( e ) the present date. A furnishers investigation must be reasonable, and a bare confirmation against its own prior entry is not enough where the dispute requires review of underlying account-level facts. XXXX, XXXX XXXX at XXXX ; XXXX, XXXX XXXX at XXXX, XXXX. \n\n2. Payoff, Trade, Sale, or Other Satisfaction Event State clearly whether this account was ever paid off, satisfied, or resolved through trade-in, dealer payment, third-party payoff, sale of collateral, recovery proceeds, insurance proceeds, or any other satisfaction event. For each such event, provide the date, amount, source of funds, recipient, method of receipt, application of funds, and all related documents. If you contend no payoff or satisfaction occurred, state that unequivocally and identify all records supporting that position. Because the dispute turns on readily verifiable account events and not an abstract legal riddle, your response must identify facts, not slogans. XXXX XXXX, XXXX XXXX at XXXX ; XXXX, XXXX XXXX at XXXX. \n\n3. Vehicle Disposition Identify exactly what happened to the vehicle. State whether it was repossessed, voluntarily surrendered, traded, sold, redeemed, retained, or otherwise disposed of. For each disposition event, provide the date, method, location, recipient, gross proceeds, net proceeds, fees deducted, application of proceeds, title-transfer records, and all supporting documents. If you contend the vehicle was surrendered in bankruptcy, identify the act constituting surrender, the date, and the records relied upon. If you contend it was repossessed or recovered, identify the order, vendor, and disposition chain. The purpose here is simple : one car can not be traded, repossessed, surrendered, and magically teleport into accounting heaven all at once.\n\n4. Bankruptcy Treatment Provide all records showing how this account was handled during and after the Chapter 7 case, including internal bankruptcy notes, coding instructions, discharge processing, collection suppression or reactivation, legal review, and any instruction concerning collateral disposition. State specifically : whether you contend the debt was discharged ; the amount you contend was discharged ; how that amount was calculated ; whether postpetition payments or proceeds were applied before that calculation ; whether you contend the vehicle was surrendered ; and the basis for that claim. Also identify whether any motion for relief from stay was filed, whether any collection, repossession, or recovery action was initiated during the stay, and whether the trustee was notified of any collateral disposition. The automatic stay is a core protection of the Bankruptcy Code, and 362 ( k ) provides a damages remedy for willful stay violations. 11 U.S.C. 362 ( a ), 362 ( k ). After discharge, collection activity is enjoined by 524 ( a ) ( 2 ), and contempt may be appropriate where there is no fair ground of doubt that the order barred the conduct. Taggart, 587 U.S. at 560-61, 566-71.\n\n5. Repossession or Recovery Authority Identify every individual, department, automated system, and third-party vendor responsible for initiating, approving, assigning, transmitting, pausing, resuming, or closing any repossession, recovery, skip-trace, collateral-location, or related action. For each action, provide the exact date and time initiated, the method of initiation, whether manual or automated, the approving authority, the system or workflow code, the assigned vendor, and all internal logs and notes. State whether the bankruptcy stay was active at the time. If you contend no repossession or recovery action occurred, say so clearly and identify the records supporting that statement. To the extent you rely on City of Chicago v. Fulton, 141 S. Ct. 585 ( 2021 ), note that Fulton addressed mere retention of property already impounded prepetition under 362 ( a ) ( 3 ) ; it did not bless new affirmative collection or repossession actions during the stay.\n\n6. Credit Furnishing to XXXX XXXX XXXX XXXX XXXX XXXX Identify everything furnished to each consumer reporting agency from origination through present, including account status, payment status, balance, past-due amount, charge-off amount, deficiency amount, date of first delinquency, bankruptcy coding, discharge coding, surrender coding, repossession coding, compliance condition codes, special comment codes, and all Metro 2 or equivalent furnishing fields. For each relevant furnishing cycle, provide the date furnished, exact data furnished, system or vendor used, internal review process, and any corrections, deletions, suppressions, or updates. The FCRA requires reasonable procedures to assure maximum possible accuracy, and CRAs must conduct a reasonable reinvestigation when a consumer disputes completeness or accuracy. 15 U.S.C. 1681e ( b ), 1681i ( a ). Furnishers, once notified by a CRA, must reasonably investigate, review relevant information, and correct incomplete or inaccurate reporting. 15 U.S.C. 1681s-2 ( b ) ; XXXX, XXXX XXXX at XXXX ; XXXX, XXXX XXXX at XXXX ; XXXX, XXXX XXXX at XXXX. \n\n7. Identification of Decision-Makers Identify by full name, title, department, and role every person responsible for bankruptcy coding, surrender classification, payoff processing, vehicle disposition classification, repossession or recovery decisions, charge-off or deficiency determinations, furnishing to CRAs, dispute responses, and any refusal to correct, delete, or suppress reporting. If you contend any action was system-generated, identify the system name, business rule, trigger event, business owner, compliance owner, and the persons responsible for validating, auditing, or overriding the result. A corporation is not a fog machine. Either a human made the decision, a system made the decision, or a human let the system make the decision and called it Tuesday. \n\n8. Internal Notes, Audit Trails, and Workflow Histories Produce all servicing notes, collection notes, bankruptcy notes, dispute notes, compliance notes, legal notes, audit logs, workflow histories, status-change logs, vendor-assignment logs, call logs, and related metadata. For every relevant status change, identify the old status, new status, date and time, reason code, source document or trigger, and the person or system responsible. If records have been archived, overwritten, deleted, or become unavailable, identify when, how, and by whom. Preservation is not optional theater once the dispute is live.\n\n9. Loss, Recovery, Insurance, and Accounting Treatment State whether this account was ever classified as a bankruptcy loss, charge-off, deficiency, recovery account, collateral loss, insurance recovery, reserve loss, tax write-off, or similar accounting category. For each such classification, identify the date, amount, basis, responsible person or department, and any later reversal or adjustment. If any such classification depended on the account being unpaid, surrendered, discharged, repossessed, or unresolved, explain how that classification is reconciled with any payoff, trade, sale, or recovery proceeds. If you booked one ending for accounting and a different ending for credit reporting, say so plainly. Corporate origami is still paper.\n\n10. Documents Relied Upon Produce every document you rely upon to support your current position, including the contract, title records, payoff records, dealer records, sale or recovery documents, bankruptcy records, internal instructions, furnishing logs, dispute investigation records, ACDV or e-OSCAR materials if applicable, and communications with dealers, vendors, bureaus, trustees, counsel, recovery agents, or auctions. XXXX and XXXX make plain that a reasonable investigation can require review of underlying account materials, not just a nod at a screen and a corporate thumbs-up. \n\n11. Narrative of Your Investigation Describe in detail the investigation performed in response to my prior disputes and complaint materials, including who conducted it, what records were reviewed, what systems were checked, what contradictory facts were considered, what findings were made, and why the company contends its current position is accurate, if that remains your position. If no meaningful reconciliation has yet been completed, state that plainly. Under the FCRA, investigation is not supposed to mean we asked ourselves if we were right and found ourselves charming. It must be reasonable. XXXX, XXXX XXXX at XXXX. \n\nXXXX. Your Current Position Without Evasion State directly whether : ( a ) the account was paid off ; ( b ) the vehicle was traded ; ( c ) the vehicle was sold ; ( d ) the vehicle was surrendered ; ( XXXX ) any repossession or recovery order issued ; ( f ) the debt was XXXX ; ( g ) there was a charge-off; and ( h ) any deficiency remained. If you contend more than XXXX of these occurred, then provide a chronological reconciliation showing how each event fits with the others and identify the records supporting each step. Reporting that is materially misleading because it omits the dispute or distorts the accounts true status XXXX violate the FCRA. XXXX, XXXX XXXX at XXXX ; XXXX, 584 F.3d at 1163.\n\nPreservation Notice You are directed to preserve all paper and electronic records relating to this account and dispute, including emails, internal messages, call recordings, account notes, servicing logs, bankruptcy logs, reporting files, Metro 2 data, vendor communications, dealer communications, audit trails, metadata, backup records, and dispute-investigation materials. This obligation includes materials held by affiliates, agents, vendors, counsel, and service providers. Do not destroy, alter, purge, overwrite, or otherwise impair any such records. Your company has actual notice of a live dispute involving potentially inconsistent account history, bankruptcy treatment, and credit furnishing.\n\nYour response must reconcile the facts and identify the responsible parties. Unsupported conclusions, generic denials, or form-language assertions of accurate reporting will not satisfy this demand. If your position is that your handling and furnishing are accurate, then produce the records proving it and identify the persons and systems responsible. If your investigation determines that any aspect of the account was handled or furnished inaccurately or incompletely, then state exactly what corrections will be made, to whom, and on what date. 15 U.S.C. 1681s-2 ( b ), 1681i ( a ).\n\nPlease provide your full written response and responsive records within 15 days of receipt of this letter. If you contend additional time is required for records production, then within the same 15-day period identify precisely what will be produced, when it will be produced, and why it was not produced initially.\n\nNothing in this letter waives any rights, claims, causes of action, objections, or remedies. All are expressly reserved.\n\nThis is not only about the continuing credit reporting of a mystical trade-line, but WHY did you do it? \n\nSincerely, XXXX XXXX","date_sent_to_company":"2026-05-04T17:20:48.000Z","issue":"Managing the loan or lease","sub_product":"Loan","zip_code":"37066","tags":"Servicemember","has_narrative":true,"complaint_id":"20694837","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"World Omni Financial Corp.","date_received":"2026-03-26T20:43:24.000Z","state":"TN","company_public_response":null,"sub_issue":"Loan sold or transferred to another company"},"highlight":{"complaint_what_happened":["Complete Transaction History and Accounting Reconciliation Provide a complete transaction-level history from origination through present, including all payments, reversals, adjustments, credits, fees, <em>payoff</em> entries, sale proceeds, recoveries, deficiency calculations, write-offs, charge-off entries, bankruptcy-related status <em>changes</em>, and all internal account-end-state <em>changes</em>."]},"sort":[11.381079,"20694837"]},{"_index":"complaint-public-v1","_id":"4007802","_score":11.010341,"_source":{"product":"Payday loan, title loan, or personal loan","complaint_what_happened":"XX/XX/XXXX, I applied for a loan with Lending point electronically, my initial point of contact processing the loan was XXXX XXXX, I submitted all required documents that were requested, this portion was handled by XXXX XXXX, the document and funding was approved of XX/XX/XXXX, which XXXX XXXX informs me the money should be in my account within the week. I agreed to have my payment taken via ACH from my bank account to ensure payment would be made in a manner. Payment was always on time, they would send me an email informing me when the payment would be taken from my account, the first payment would be deducted from my account XX/XX/XXXX. All payments were paid timely. Until XXXX I asked if the payment date could be changed, which they did not allow me to change my payment date from the XX/XX/XXXX is of each month to the XX/XX/XXXX instead, therefore I sent an email letting them know that they will no longer be able to access my account for the reoccurring payment, I then had control of when I will send the payment, I get paid on the XX/XX/XXXX, therefore making it easier for me to pay and not have it interfere with other bills, I did reach out to them but they considered my payment late, because I no longer paid them on the XX/XX/XXXX but instead on the XX/XX/XXXX, they were unwilling to accommodate my request and I did not pay the late fees, I just didnt want to incur any more debt by allowing them to take the money from my account, but I always paid on time. My payment history was great so great in fact I received this email on XX/XX/XXXX. Read below : You're our favorite XXXX, as a token of our appreciation for being the best part of LendingPoint, we may be able to lower your payment. \n\nWhat will you do with the extra money? Finally take the vacation you deserve? Pay off other debts faster? The choice is up to you. \n\nReady to get started? Im here to help. Below is a link to my calendar where you can pick a time that is convenient for you, and I will call you directly. Talk to you soon Schedule a Call In appreciation, Sales Team Loan Specialist XXXX XXXX *Applications submitted may be funded by one of several lenders, including : XXXX XXXX  , a Utah-chartered bank, member FDIC ; LendingPoint, a licensed lender in certain states. Loan approval is conditional upon underwriting approval. Actual loan offers and loan amount, terms and annual percentage rates ( \" APR '' ) may vary based upon LendingPoint 's proprietary scoring and underwriting system 's review of your credit, financial condition, other factors, and supporting documents or information you provide. Origination or other fees from 0 % - 6 % may apply depending upon your state of residence. Upon final underwriting approval to fund a loan, said funds are often sent via ACH the next non-holiday business day. If supporting documentation is received the same day as the application and meets our criteria for final approval, applicants may receive their funds as soon as the next business day dependent on their banking institution. \nThis email was sent to : XXXX This email was sent by : LendingPoint XXXX XXXX XXXX, XXXX XXXX, XXXX, GA, XXXX I also received the same offer on XX/XX/XXXX, XX/XX/XXXX from XXXX XXXX. \nI inquired but told XXXX via email I was not interested on on XXXX XXXX. \nOn XX/XX/XXXX, I received the same email from XXXX again, I didnt respond. \n\nWhen XXXX hit in XX/XX/XXXX, it affected my family severely, due to my husband being a XXXX XXXX, so he wasnt working and I was deemed an essential worker, we only had one income and my income alone was not enough to fund all of the bills. \nI reached out to all of my creditors some helpful and I spoke with XXXX XXXX and this was his offer to me sent to me XX/XX/XXXX Hi again Ms. XXXX, Thank you for speaking with me. Feel free to e-mail me back or call me and leave a quick voicemail at ( XXXX ) XXXX. As I mentioned, you are currently qualified for two flexible options to refinance your loan account : Option 1 : Additional funding. You may request up to {$10000.00} at this time. Additional funding would be added to your current balance, so youd still have one account with one payment schedule. Borrowing more may be a good option for consolidating other debts, or paying off credit cards. The amount can be adjusted to fit your needs.\n\nOption 2 : Reduced payments. We are able to apply a term extension to your current balance, resulting in a much lower payment. The loan would continue to have no penalty for early payoff. This means you get the flexibility of a lower payment, while maintaining your freedom to make additional payments on principal to speed up the payoff.\n\nOption 1 will include a free discount on your interest rate. The discount would apply permanently to both your current balance, and any added funds.\n\nLooking at just one of the many possible options for you Currently you are paying {$550.00}. on a 48 month term. The APR on that is 26.402 % You have {$13000.00} left on that loan. \n\nIf youd like, just by adding {$1000.00} to your account, we can drop that interest rate down to 22.292 % and if you did that on the 48 month option, your payment could go as low as {$430.00}. Plus youd have an extra {$1000.00} to spend! Now personally, I would sugguest you do this on the 34 month option so you dont extend the loan, yet still get a lower rate and payment. On that option, the payment would be {$540.00}. \n\nThere is NO pre-payment penalty and any extra goes straight to principle! \n\nIf you are interested in seeing a quote for any option or amount, please let me know. I look forward to assisting you with this simple process. \n\nI look forward to hearing from you, XXXX LendingPoint XXXX XXXX Account Manager XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, GA XXXX T : XXXX | D : XXXX CONFIDENTIALITY NOTICE : This e-mail message, including all attachments, is for the sole use of the intended recipient ( s ) and may contain confidential and privileged information. If you are not the intended recipient, you may NOT use, disclose, copy or disseminate this information. Please contact the sender by reply e-mail immediately and destroy all copies of the original message, including all attachments. This communication is for informational purposes only, is not an offer, solicitation, recommendation or commitment for any transaction. Your cooperation is greatly appreciated. \n\nI was attempting to work with them I was able to secure monies XX/XX/XXXX, to pay off my debts and I reached out to Lendingpoint multiple times to resolve this debt, to no avail no phone no email nada, from them ( which I have all emails, not the phone calls to them ). \nAfter sending demanding emails to please work with me I received an email from XXXX XXXX with the following : XXXX XXXX, I received your request for settlement I will have XXXX follow up with you today as she is our settlement representative. Also would like to address that we had a Do Not Call on our file per your request please advise if this was accurate. I am showing that your contact number is XXXX XXXX XXXX or do you prefer to communicate by email only. \nThanks LendingPoint XXXX XXXX Collections Manager XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, GA XXXX T : XXXX | D : XXXX Mind you when I was chasing and leaving messages or speaking with a customer service representative I gave permission numerous time for them to please call me. Heres one of my emails and the follow up with XXXX : XXXX XXXX XXXX Sent : Thursday, XX/XX/XXXX XXXX XXXX  To : Member Services XXXX ; XXXX Subject : Settlement on account CAUTION : This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe. \n\n\nDear Sir/ Miss I have called your office several times to request a payoff and settle the account. My calls have sheen futile and not helpful at all. \nIt has been three days of inadequate assistance and the inability to return phone calls when given permission to call me with the number they have on file. \nEach day the payoff increases, XXXX XXXX one the XX/XX/XXXX, i called waited on the phone with the on the line off the line holding, than for the XXXX to tell me she is at lunch? Asked if it was ok for her to call me. \nXX/XX/XXXX : Same thing hold, back on the line, holding and clearly have my number again, The person on the phone will send her a message and was placed on hold, she came back on the line to let me know she would inform XXXX of my message and request for a return call back.\n\nXX/XX/XXXX Same thing but the holds were not as long because I didnt have the patience to do this again and my frustration level was pretty high with my anxiety, I have the opportunity to settle this account and I only have a certain amount but each day it increases this is causing me STRESS! When my payment was a tad past due you didnt have an issue calling and emailing 59 times a day to request your money, my payment history is in good standing or at least it was before The Corona Virus ... I have to resolves this so I can nose concentrate on keeping a roof over my family heads and food on the table. Im the only steady income earner at home now and XXXX young adults in College.. \nWhen I call again toythis will be my 4th time reaching out to Lending Point? WTH???\n\nI did include my State Attorney General in this email. \nThis is ridiculous if there is only XXXX XXXX that works in that department as XXXX stated in our phone conversation today, she is the only one in the Settlement Dept.and receives a lot of call, well may I suggest Lending Point hier some HELP? \n\nXXXX XXXX XXXX XXXX XXXX response : Hello XXXX XXXX, I just tried calling and was unbale to reach you. If you are requesting to settle your account, please provide your recent bank statements, as well as the information listed below. \nToday 's payoff : {$14000.00} Reason For Settlement Date of hardship occurrence Source of income Are you still employed Employer Job title - Monthly Income Settlement Offer - Settlement % - XX/XX/XXXX payment due date - Thanks, XXXX LendingPoint XXXX XXXX Collection Specialist XXXX XXXX XXXX XXXX, XXXX  B XXXX, XXXX, GA XXXX T : XXXX ext. XXXX | F : XXXX My response all of this was on XX/XX/XXXX : Miss XXXX , I will not provide you a copy of anything other than my Several request to settle the account. My hardship is COVID19 My husband is XXXX XXXX XXXX XXXX, His jobs are far and in between now due to COVID-19, I m now the steady employed breadwinner, yet my income alone isnt enough to cover our just living expenses, with that being said, that is the reason for my request to settle this account, I will not be calling again. You can accept my offer or as I did include my State Attorneys on the previous email, They have reached out to me and offered me to make formal complaint, with records of my correspondence with Lendingpoint and my records of the phone calls. All I wanted to do Is settle this account so I can have one less stress in my life. \nSend me the 10 day payoff amount and I will email you My settlement offer ans we can do this via email, since my Phone calls to LendingPoint are futile. \n\nXXXX XXXX I received no other response after the above email, so I sent another email on XX/XX/XXXX : Another request for a 10 day payoff??? \nCan some PLEASE HELP ME.. this has been the most STRESSFUL SIMPLE TRANSACTION and I have had! I dont understand why cant offer A settlement of this account so I can stop this part of many stresses. \nI have been attempting to get a response I received on phone call from XXXX, I immediately emailed her with a response, and have yet gotten a response??? \n\nXXXX XXXX XXXX XXXX This is XXXX response on XX/XX/XXXX : Hello XXXX XXXX, If you are requesting to settle your account, please provide your recent bank statements, as well as the information listed below. I have provided a 10-day total payoff quote, as well. \n\n10 day payoff quote for XX/XX/XXXX - {$14000.00} Today 's payoff : {$14000.00} Reason For Settlement Date of hardship occurrence Source of income Are you still employed Employer Job title - Monthly Income Settlement Offer - Settlement % - XX/XX/XXXX payment due date - Thanks, XXXX LendingPoint XXXX XXXX XXXX response to XXXX on XX/XX/XXXX : XXXX, Its not IF, it is what I have been attempting to do, I dont mean to be rude with you, but my frustration level is through the roof with your company! I am in the process of filing a complaint with my State Attorneys office.\n\nAs I emailed before and explained my hardship HELLO COVID19! \nIm will not send another email explains my dire circumstances. \nI will it be providing any documents that are being requested, At this point Im over you guys. Let me be clear when I type this you will accept or decline my settlement offer, and my State Attorneys General will be ccd on this email as with the others.\n\nMy offer to be done with Lendingpoint is : {$12000.00}.\n\nand I would think you would accept it on my past payment history, until COVID19. \n\nXXXX XXXX At this point it appeared futile they were willing to work with me. I received an email recently they sold my account to some debt collection agency out of Texas which I received a formal email from Lending Point telling me that and I subsequently received 3 emails from the Dent collectors and then a phone call from a XXXX which I returned the call and spoken with her, I attempted to let her know the situation but she kept cutting me off to read me her standard script, she didnt want to hear anything I had to say, so I asked her not to contact me and harass me and again she wanted to read her script, mind you I was trying to let her know I had been tested XXXX XXXX XXXX nope she didnt care she wanted to say that script, when I am struggling with COVID, Im XXXX  than I have EVER been in my lifetime and Im trying to deal with this too! Way to much stress, however I just ended our call and I immediately emailed XXXX from Lendingpoint that I was going to again report Lendingpoint with my State Attorneys office selling my account when I tried many times to settle my account and now they sick some out of state collection company on me? I did theyll them I was going to sue them, as I did more research on this company and found they have a class action suit against them currently for their business practices Smith vs. Lendingpoint. \n\nPlease assist me with this. \n\nRespectfully. \nXXXX XXXX XXXX XXXX","date_sent_to_company":"2020-12-12T06:47:11.000Z","issue":"Struggling to pay your loan","sub_product":"Installment loan","zip_code":"945XX","tags":null,"has_narrative":true,"complaint_id":"4007802","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"LendingPoint Holdings LLC","date_received":"2020-12-12T04:37:30.000Z","state":"CA","company_public_response":null,"sub_issue":null},"highlight":{"complaint_what_happened":["We are able to apply a term extension to <em>your</em> current balance, resulting in a much lower payment. The loan would continue to have no penalty for early <em>payoff</em>. This means you get the flexibility of a lower payment, while maintaining <em>your</em> freedom to <em>make</em> additional payments on principal to speed up the <em>payoff</em>.\n\nOption 1 will include a free discount on <em>your</em> interest rate. The discount would apply permanently to both <em>your</em> current balance, and any added funds."],"issue":["Struggling to pay <em>your</em> loan"]},"sort":[11.010341,"4007802"]},{"_index":"complaint-public-v1","_id":"21142159","_score":10.81752,"_source":{"product":"Mortgage","complaint_what_happened":"I am a XXXX XXXX XXXXXX/XX/XXXX woman who has been wrongfully treated by Bank of America. They proceeded in calling my loan and ruining my credit through a series of errors that were not of my doing. \nBank of America erroneously made multiple errors and assumptions which started with the branch changing the name on my home loan XX/XX/XXXX. \nXX/XX/XXXX I went into the bank with Certification of Trust to move accounts into my Revocable Trust. XXXX XXXX XXXX XXXX immediately informed me she was unable to move the XXXX joint accounts ; I completely understood. \nWhen it came to my home loan XXXX ran into difficulties. After multiple attempts she asked her manager for help. The manager was also unsuccessful so she contacted the XXXX XXXX department. Eventually XXXX of the many instructions provided by the XXXX XXXX department worked. The change resulted in circumventing the system and forced an unauthorized entry ; also against bank policy. The task took several hours and even though XXXX didnt know not to touch home loans the person in the XXXX XXXX department should have. Lack of training and understanding bank policy is obviously apparent. I was not aware they were attempting and actually succeeded in making an unauthorized change to my loan. \nSince XX/XX/XXXX I have tried to correct the error made XX/XX/XXXX to no avail. This XXXX error compounded additional errors resulting in the bank calling my loan and damaging my credit by reporting a Foreclosure alert to the Credit Bureau. \nDuring these difficult months I requested for a single person within the bank who could take ownership and help to straighten out this mess, I was told there was no one. That I should continue calling the XXXX number provided in the ltrs. \nThe day I received a Foreclosure ltr I demanded my call be escalated to a manager. XXXX XXXX called me and after researching he stated from what he was seeing it appeared to be a miss understanding, and that it could be reversed. He didnt believe I had violated any of the bank terms regarding my loan. XXXX stated it looked like the whole issue started with someone in the bank making a mistake by assuming I had changed the ownership on the property. He felt it wouldnt take long to fix ; days not months to reverse and fix the mistake the bank made. On XX/XX/XXXX, XXXX asked me to fax a ltr to the Name and Title Change Unit stating the property was a second home and not a rental, along with XXXX bills I paid. I have a copy of the original home loan application clearly showing the house was bought as a second home. He was confident this was going to resolve the issue and reverse the pay off demand. \nI have been given various reasons by a variety of different people within the bank on why my loan was being called due. \nSome of the comments, I no longer occupy the property. It was purchased as a second home and noted as such on the home loan documents. \nThe bank mistakenly assumed the home had changed ownership ; this was from XXXX XXXX the XXXX XXXX working on my case. \nI needed the new owner to transfer the deed back into my name. Ive been the only owner and the deed is in my name. \nThe loan was past due. I have never been late on a payment until XXXX when my payment was sent back to me. XXXX person stated they didnt understand as he could not find any late payment notices ever being mailed. \nThat I wrongfully put the house in my trust, The borrower is no longer occupying the property as required by the Garn-St Germain Depository Institutions Act. Again the house was never my primary and was purchased as a second home. \nXX/XX/XXXX ltrs stating Unfortunately were unable to approve the title transfer you requested. Here s why, the borrower is no longer occupying the property. The house was purchased as a second home. I never asked for a title transfer. My primary is in XXXX XX/XX/XXXX and has been since the XXXX. \nXX/XX/XXXX received ltr stating As a reminder, per your loan agreement, you are required to get our approval before transferring the title to your property. When a title has been transferred without our approval, the lender may request payment of the entire loan balance. The title has always been in my name XXXX XXXX. \nXX/XX/XXXX spoke with XXXX who instructed me to fax over the request to cancel request for the entries made XX/XX/XXXX, XX/XX/XXXX faxed over the request to cancel request for the entries made XX/XX/XXXX. I never asked the bank to make any unauthorized changes. Apparently the fax was never received even though I have a confirmation. I had the branch fax and requested documents on my behalf. \nXX/XX/XXXX XXXX stating Action required-the title for this property was improperly transferred and needs to be fixed right away. Option XXXX, resend the title transfer or have the new owner transfer property title back to you ; the title has always been in my name. Option XXXX, pay off the loan in full. It is crucial to note that there is no new owner involved. \nXX/XX/XXXX upon receiving the XX/XX/XXXX ltr I called the XXXX number and spoke to XXXX on who confirmed the original fax sent by XXXX on XX/XX/XXXX was not received. \n\nXX/XX/XXXX I was finally connected with a XXXX, XXXX XXXX. I would like to note she was not sympathetic, acted as if I was an inconvenience, and I got the impression she did not understand or care to help me. After repeating myself multiple times trying to explain how my issue started she finally said it was because I had made a title change to the loan. I explained again I did not request the title change to the loan, it was an error made by the branch. That I had requested any changes made on XX/XX/XXXX be reversed. XXXX confirmed the first fax had not been received and to resend. Once again I requested XXXX person to work with until everything had been reversed and the payoff demand reversed. That because of the continued and compounding problems I did not trust just faxing documents to an unknown person. Or that this person would take the initiative to follow through to ensure resolve the many errors were fixed ; I was correct. Once again I was informed by XXXX there was no XXXX person I could work with. I needed to continue to call the XXXX number ; the following information show how that worked out for me. \n\nXX/XX/XXXX, XXXX faxed a second ltr requested by XXXX explaining the original fax sent XX/XX/XXXX to cancel name change. How the root cause of this problematic error started. And that I had conferred with my attorney who confirmed I was allowed to put said property into my trust and did not need to change the name on the deed ; my Revocable Trust for which Im the Trustee. Included the attorneys backup on the Federal law due-on-sale prohibitions. I finally was able to speak with a manager who did not understand and treated me as if I was in the wrong. She is the XXXX who stated the second fax needed to be submitted. \n\nI spoke to a XXXX in Texas office who stated my issue should be resolved by XX/XX/XXXX. \n\nXX/XX/XXXX a XX/XX/XXXXwas received acknowledging the fax had been received and was in the process of being reviewed. \n\nXX/XX/XXXX a XX/XX/XXXX was received XX/XX/XXXX, that my fax had been sent to aXX/XX/XXXX Specialist for further research. \n\nXX/XX/XXXX XXXX and I contacted the XXXX XXXX Department who confirmed the problem had been resolved. That I would receive written notification of this within the next XXXX to XX/XX/XXXX days. XXXX and I set a date to contact the XXXX XXXX Department in XX/XX/XXXX days if a XX/XX/XXXX had not been received. \n\nXX/XX/XXXX a ltr stating the monthly payment plan had been updated. None of which made any since to me. I assumed no action was necessary as I was setup for an automatic payment plan and had received similarXX/XX/XXXX where no action was required. \n\nXX/XX/XXXXXX/XX/XXXX received stating the automatic Pay Plan service had been cancelled because home was in foreclosure status. Not knowing what was happening I called Customer Support at XXXX number. I was transferred to the Debt Collection department for assistance XXXX. I explained that the situation had been initiated with a bank forcing a system entry and that XXXX XXXX XXXX the branch XXXX XXXX Assistant Manager had been informed that situation was resolved in XXXX. \n\nXX/XX/XXXX spoke to a XXXX who transferred my call to XXXX XXXX in XXXX North Carolina, said she needed to escalate my call to a manager. XXXX XXXX an XXXX XXXX located in the XXXX North Carolina office contacted me. He stated he was going to investigate and would get back to me. \n\nSeveral days later I received a call from XXXX stating he was still trying to get to the bottom of my complaint and problem. \n\nDuring the time XXXX was working on resolving my case I received a ltr from the XXXX XXXX XXXX XXXX. XXXX has been retained to conduct a non-judicial foreclosure sale pursuant to the Deed of Trust in favor of Bank of America. \n\nXX/XX/XXXX XXXX stated he believed he had my problem resolved and asked me to fax a ltr to the Name and Title Change Unit ; again I never requested a name change to my loan. This XX/XX/XXXX was to state that the property at XXXX XXXX XXXX was not a rental and that nothing had changed. And include copies of XXXX bills I receive at my primary residence that I pay for the house located at XXXX XXXX XXXX with the fax. And to have these documents emailed to him so he could ensure they were received. \n\nAll requested information was faxed to the XXXX XXXX XXXX at XXXX by XXXX at the XXXX XXXX. XXXX also emailed the documentation to XXXX per his request ; he confirmed the fax had been received. \n\nXX/XX/XXXX XXXX received an email from XXXX stating he had submitted my documents to the proper department but my fax will have also started the process, and he was out of the office ill. That there was a payoff quote sent by the bank, however he was trying to get that reversed with the XX/XX/XXXX I faxed. That it was safe to say let this step of the process play out. Any anything received before XX/XX/XXXX can be tabled for now. \n\nI received a ltr dated XX/XX/XXXX stating We have received written communication regarding your home loan. We are in the process of concluding our review. Upon completion we will provide a written response of our findings. ; I received no suchXX/XX/XXXX. This was the last commutation from the bank until a XX/XX/XXXX email stating I had important documents to review for the loan account. Reminder, all loan information, statements, and commutations for my home loan were blocked until XX/XX/XXXX. \n\nXX/XX/XXXX the loan payment was returned stating funds do not meet the criteria to be applied to account. I call the Customer Support at XXXX number. I was transferred to the Debt Collection department for assistance XXXX. No one was able to take my payment because of the Foreclosure status. Prior to mailing a check I tried making the XXXX payment in the branch, calling the XXXX reflected in all XX/XX/XXXX, and the banks Debt Collection unit, no one was able to process a payment, I finally mailed it with tracking. \n\nXX/XX/XXXX I was told XXXX was still out of the office. I called several more times the week of XX/XX/XXXX thru XX/XX/XXXX. Each time the person I spoke with stated they were sending XXXX an email to let him know I called. \n\n\nXX/XX/XXXX I called XXXX ( he was now back in the office ) requesting a status ; the payoff due date was XX/XX/XXXX. \n\nXX/XX/XXXX I called XXXX to let him know I was on my way to wire the money to pay off the loan. To please call me within the hour with an update on whether he was able to reverse the payoff demand. \n\nI never heard from XXXX after the XX/XX/XXXX email sent to XXXX. I believe XXXX had also emailed XXXX and didnt receive a response. \n\nI went to the branch and wired the money to pay off my loan so as not to have the house repossessed. \n\nDuring this whole time I was blocked from seeing any loan information online. Access was not granted until XX/XX/XXXX when XXXX payoff notices were send. On XX/XX/XXXX I received XXXX Payoff Statements were dated XX/XX/XXXX with a deadline of XX/XX/XXXX, XXXX dated XX/XX/XXXX with a new deadline of XX/XX/XXXX. \nXX/XX/XXXX I attempted to get a HELOC to cover the moneys I had to payout and was informed that my Credit Report had a Foreclosure reporting. I called the banks XXXX number to dispute the banks reporting of a Foreclosure. The escalation competition date was XX/XX/XXXX ; XXXX submitted escalation XX/XX/XXXXXXXX. \nXX/XX/XXXX spoke to an XXXX and he stated a statusXX/XX/XXXX was sent XX/XX/XXXX that all the account details are accurate regarding the foreclosure. So the foreclosure reported to the Credit Bureau would not be reversed. \nXXXX further stated the information he was seeing states the loan is past due ; I have never been late except when my XXXX payment was returned to me. XXXX also stated he was unable to locate where the bank had ever sent me a Past Due notice. My call was transferred to a different unit and new escalation claimXX/XX/XXXXXXXX was submitted. \n\nWith XXXX swipe of a computer key Bank of America forced a change in their system that has ruined my credit and my life. I wasnt even able to get a HELOC to pay myself back. In addition to all the fees and money it has cost me the stress has been horrific. I was basically a prisoner in my home day after day waiting for calls. HELP! \nRegards, XXXX XXXX XXXX ( home ) XXXX ( Cell, no reception at home ) XXXX ( Cell, no reception at home )","date_sent_to_company":"2026-04-10T20:19:15.000Z","issue":"Closing on a mortgage","sub_product":"Conventional home mortgage","zip_code":"94558","tags":"Older American","has_narrative":true,"complaint_id":"21142159","timely":"Yes","company_response":"Closed with explanation","submitted_via":"Web","company":"BANK OF AMERICA, NATIONAL ASSOCIATION","date_received":"2026-04-10T19:50:42.000Z","state":"CA","company_public_response":"Company has responded to the consumer and the CFPB and chooses not to provide a public response","sub_issue":"Trying to communicate with the company to fix an issue with the loan closing"},"highlight":{"complaint_what_happened":["XX/XX/XXXX received ltr stating As a reminder, per <em>your</em> loan agreement, you are required to get our approval before transferring the title to <em>your</em> property. When a title has been transferred without our approval, the lender may request payment of the entire loan balance. The title has always been in my name XXXX XXXX."]},"sort":[10.81752,"21142159"]}]},"aggregations":{"has_narrative":{"meta":{},"doc_count":150,"has_narrative":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":1,"key_as_string":"true","doc_count":150}]}},"product":{"doc_count":150,"product":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Mortgage","doc_count":54,"sub_product.raw":{"doc_count_error_upper_bound":0,"sum_other_doc_count":0,"buckets":[{"key":"Conventional home mortgage","doc_count":21},{"key":"FHA mortgage","doc_count":8},{"key":"Home equity loan or line of credit (HELOC)","doc_count":7},{"key":"Other type of mortgage","doc_count":7},{"key":"VA mortgage","doc_count":6},{"key":"Reverse mortgage","doc_count":3},{"key":"Conventional adjustable mortgage (ARM)","doc_count":1},{"key":"Conventional fixed mortgage","doc_count":1}]}},{"key":"Debt 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