Acra Intermediate Holdings, LLC CFPB Complaints

2000 Latest Complaints

Date Received	Timely Response	Product	Issue	State / Zip	Submitted Via	Tags
01/29/2022	Yes	Mortgage Conventional home mortgage	Struggling to pay mortgage	CA 90048	Web	Older American
To whom it may concern, my name is XXXX XXXX and I am the owner of XXXX XXXX XXXX, XXXX XXXX CA, XXXX. I refinanced my home loan in XXXX with a lender called Citadel Servicing Corporation. All of my payments were always made on time and my loan has always been in good standing. Last year, in XX/XX/XXXX, due to the Coronavirus lockdown, I was forced to apply for forbearance, which was approved in writing by Citadel. After my five-month forbearance period, I agreed to a two-year repayment plan, which was the only option Citadel offered me to avoid losing my house. Even though I had been severely impacted by the shutdown of my business, I started making the requested {$12000.00} a month mortgage repayments immediately, to avoid any negative outcome. Meanwhile, I contacted Citadel multiple times to see if there were any other solutions such as refinance or deferring the amount owed to the term of the loan. Each time I was told that my only option was the 2-year repayment plan, which increased my mortgage payment from nearly {$9000.00} to nearly {$12000.00} a month. I made those requested payments every month on time and was surprised when I received a mortgage statement in XX/XX/XXXX stating that my monthly amount due was {$9800.00}. I called XXXX and was told that it was under new ownership and that I had to reapply for a new loss mitigation package. I requested a loss mitigation package but never received anything from them. Meanwhile, I paid my new mortgage payment in the amount of {$9800.00} every month on time. Back in XX/XX/XXXX, I was in process of applying for a XXXX lease and ran my credit and to my utter shock, I saw my credit rating had dropped from around XXXX to XXXX points. Upon investigating my credit score and report, I realized that Citadel had reported me late for the time I had been on an approved forbearance. I called them immediately and their representative said that there were no notes that I was ever on a forbearance plan and no notes about a repayment contract. I immediately emailed all the documentation proving that I have a written forbearance agreement and a written and signed repayment contract. I received an email the next day with an apology and promise to correct the falsie credit reporting but nothing happened for months. Furthermore, they didn't accept my mortgage payment of {$9800.00} and were not connecting me with a loss mitigation representative or supervisor. I reported them to the CFPB and also called them every day for nearly 10 days without being able to talk to anyone who could resolve this matter. After my filing with CFPB, Citadel finally responded and admitted that there might have been a " misunderstanding '' due to the transfer in servicing in their company. They corrected the inaccurate reporting on my credit with XXXX and XXXX but left the incorrect negative reporting on my XXXX report. Citadel was reporting me as late for XXXX and XX/XX/XXXX on my XXXX report. After reviewing my payment history, I realized that I paid my full repayment plan amount of {$11000.00} in XXXX, and in XXXX the reduced amount of {$9900.00}. However, my XXXX credit report showed me late for both mentioned months, which was totally inaccurate. During that time I was in daily contact with XXXX XXXX XXXX from XXXX XXXX, XXXX XXXX XXXX from Customer Resolution Specialist, and their collections department. To my surprise, I received a certified letter saying that Citadel has tried to contact me on XXXX different occasions unsuccessfully. This was absolutely incorrect. As per Citadels suggestion, we applied for a new loss mitigation package. Meanwhile, they told us that they would honor the payback contract but only if we could pay the difference of the new lower payment to the higher repayment plan for the multiple months they did not bill us correctly. Due to our financial situation, we were unable to do so and sent in our loss mitigation application. Immediately after we submitted the new loss mitigation package, we started receiving letters that states that we have 30 days to pay off {$50000.00}. This was absolutely ridiculous and unethical since these circumstances were NOT caused by us but by Citadel due to the change in their servicing operation. None of this should be to our disadvantage since we kept our part of the agreement and were clearly harmed by Citadel 's sloppy payment department that did not know that we had a signed repayment contract. During all the above-mentioned months we tried with our loan broker to refinance our home. However, due to the incorrect negative credit reporting, we were unable to do so until late last year. Now, we are finally close to securing a refinance but Citadel sent us an email yesterday that they will only let us make our XX/XX/XXXX mortgage payment if we have proof of a loan approval with a locked rate. I forwarded them our preliminary loan approval which does not have a locked rate as we are still in need of submitting the XXXX bank statement which has not been populated yet. Therefore, they denied to accept our XXXX mortgage payment and XXXX XXXX told us over the phone that we will be reported to the credit agencies for failing to pay the XXXX mortgage. As I mentioned above, every month I had to beg to make my monthly payment, as my over {$50000.00} in past due payments have not been deferred due to the change in servicers within the Citadel Servicing Corporation in XXXX. Moreover, the credit reporting suppression was on a month-to-month basis and every single month I worried that they will deny my request for the coming payment period which they now finally did. It is of immense importance that my outstanding credit stays intact as I am tirelessly trying to refinance my loan so I can move on from this horrible situation. Moreover, I applied for the California Mortgage Relief Program and have submitted all necessary documents. The California Mortgage Relief Program will cover past-due mortgage payments in full through a grant of up to {$80000.00} per household. The money will go directly to a homeowners ' mortgage servicer. It's free to enroll and funds do not need to be repaid. My case qualifies for this grant and I have been in constant contact with the California Mortgage Relief Program. Citadel Servicing Corporation has not signed up for the program and I have kindly asked their representative to forward a written message from the California Mortgage Relief Program to upper management in order to consider joining this amazing supportive initiative for struggling homeowners like me. I don't know how to further proceed with them and need your help urgently. This lender seems suspicious and negligent. I am worried about my loan and the way they are running their mortgage department. Their whole operation seems shady and unprofessional. It seems that Citadel is extremely unorganized and I am scared of losing my home due to their unprofessionalism. Please help me resolve all my challenges with this mortgage lender. Thank you very much. With best wishes, XXXX XXXX
11/09/2022	Yes	Mortgage Conventional home mortgage	Struggling to pay mortgage	WA XXXXX	Web
I am facing a foreclosure sale date on XXXX on my home I have owned for 20 years and I believe that Citadel has engaged in unethical servicing practices and has intentionally obstructed access to options to resolve my delinquent payments. Citadel completely disregarded the fact that the loan delinquency was Covid related and turned their back at every turn when I requested help. Some of their agents made misrepresentations, others ignored my requests for help and others straight up lied. I always paid my mortgage on time until my wife was in a serious car accident and out of work and in that same month Covid hit my industry and state. That is why I could not make my payment, because like millions of other Americans my hours were cut, my business tanked due to supply chain issues and then I caught XXXX and could not work at all for a couple of months, followed by my wife getting sick as well. The US Congress passed the CARES act to make sure that homeowners in my situation were provided an option for help and extra time if impacted by Covid. Citadel is threatening to foreclose on my home even though my wife and I are both back on our feet and make a solid living and could easily make payments or an increased payment if only Citadel would work with us to restructure the loan or recapitalize the arrearages. I have XXXX XXXX XXXX XXXX XXXX XXXX for 30 years and my wife works as an XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Our XXXX adult son lives with us, and we have a full time in-home aide to help attend to his needs. We refinanced into this loan in XXXX to make some home repairs and the mortgage broker suggested Citadel since we did not have great credit and he promised us that we would get $ XXXX cash back out of the deal and that he would work to refinance us into a more conventional loan with better interest rate in a few months. We ended up only getting $ XXXX cash out which was the first problem. In XX/XX/XXXX my wife was in a bad car accident and was out of work for a month. This hit our finances hard because in that same month Covid started impacting my business -- -we ship a lot of supplies to XXXX and due to the pandemic the orders basically stopped and my hours got cut due to Covid in XXXX. That is when I first missed a mortgage payment. Two months later when they declared Washington a disaster area I came down with XXXX and was unable to work for over a month due to the quarantine rules at that time. Then my wife caught XXXX and because I was in direct contact with her I had to stay locked down for another month. During this time I contacted Citadel multiple times to see if there were any options for help due to Covid. I was told there were no options, that I just had to pay my bill. They said Citadel does not offer loan modifications, even though a mortgage assistance application appears on their website. I was not given an option for a forbearance even though the government CARES program was active. I asked about a repayment plan but was told the only option was a lump sum of full past due amount. I continued to check in and call and ask for help and finally in XXXX someone at Citadel sent me a loan modification application and said they would consider modifying the loan if I provided all of the financial information. I did this, but then I could never get any answers out of Citadel when I tried to follow up. I hired a third party provider to try and cut through the red tape and misrepresentations made by their agents and they did not get anywhere. They were all told the same thing, that Citadel did not do loan modifications, even though they have a mortgage assistance application on their website and one of their agents told me that there ARE mortgage assistance and modification options and sent me the forms to complete.
08/16/2023	Yes	Mortgage Other type of mortgage	Closing on a mortgage	FL 349XX	Web
I was looking to purchase a home, and a friend referred me to the Real Estate Agent. He told me he could help me buy the house. I explained to him that I was self-employed and had money in my bank to make the home purchase transactions. He told me I had to pay 20 %, and I agreed. I submitted all the required documents to make the home purchase. He introduced me to his wife as the XXXX XXXX. He never looked for a home for me. I was the one who went to XXXX XXXX XXXX almost every day to find a home. One day, I found a house that I decided to purchase. I called him to let him know. Finally, he agreed to meet me in XXXX XXXX XXXX. The builder told me I would receive a {$50000.00} incentive if I decided to purchase the home, and I agreed. The home was {$430000.00}. With the Incentive, the house came to {$380.00}, XXXX. The home inspection and appraisal have been done. I provided all the documents the realtor and the loan originator needed to submit to the lender and builder. The home was supposed to be closed on XX/XX/XXXX. The builder told me and my realtor that I we did not close on that specific date, I would lose the Incentive. My realtor knew I was unable to afford the previous home price. I asked the realtor what the builder told him regarding the closing. He said to me that we would close on time. One week before the closing date, he told me he could not contact the builder. I told him he needed to speak with the builder because time was running out. He told me I did not need to worry about the closing date. Everything was going to be okay. When XX/XX/XXXX, arrived, the builder closed the home without my knowledge. When I asked the realtor what was happening, he told me we would close on the XXXX, which was a lie. Finally, he contacted the builder and was told that I was no longer qualified for the Incentive because we did not close on time. I was devastated, and I did not know what to do. I proceed with the transaction since I already gave the builder my earnest money. The realtor connected me with the title company. The title company told me the date the house would be closed. I always told the realtor and the loan originator that my monthly mortgage payment should be at most {$3000.00}. They told me that I did not need to worry because all the numbers I saw on the documents were estimates. I did not doubt them because I trusted them. I learned I would pay {$3800.00} when I went to the title company to sign my mortgage closing paperwork on XX/XX/XXXX. The realtor and loan originator lied about everything. They even made me pay both the buying and selling closing costs. The total home costs were {$450000.00}. Those individuals really messed me up. They took advantage.
03/22/2022	Yes	Mortgage Conventional home mortgage	Applying for a mortgage or refinancing an existing mortgage	CA 90048	Web	Older American
Dear CFPB Team, My lender Citadel is not responding to any of my emails or phone messages. I was placed on an approved forbearance during the Corona Virus Shutdown and have not missed any payment since the forbearance ended. However, Citadel is treating our account as late and has caused us unbearable stress and threats of foreclosure. Their representative, XXXX XXXX XXXX from XXXX requested that I provide a locked loan approval to suppress any negative credit reporting so I could finalize my refi with a new lender. I did submit the locked loan approval about 10 days ago which will expire by the end of this month. However, Citadel has not reported as us current and we tried to get a hold off XXXX XXXX XXXX from their Customer Advocacy Team ( who is handling our account for the past year ) via email and phone for 1 week now without any success. Moreover, we have tried to get any other supervisor on the phone without any success. No one is returning emails or our phone calls and our last 3-month mortgage payments, which we made over the phone with a live representative at Citadel, were initially accepted and then returned to us a couple of weeks later via check. It seems they are trying to avoid speaking to us so they can start the foreclosure process. The moment we asked Citadel to join the California Mortgage Relief Program which was created to help people like us, who fell behind and were placed on forbearance during the Corna Virus shutdown in 2020, Citadel started retaliating against us and placing our monthly mortgage payments without telling us into a suspense account and then returning the funds. We have not been able to pinpoint what they are hiding and why their upper management did decide not to join the California Mortgage Relief Program. It would have been a wonderful solution for us and them and it seems that their business practices are so shady that they are completely closing off their affairs to outside agencies. Furthermore, we tried again to get any representative on the phone yesterday and today who could help us with our refi issues and were told by XXXX XXXX from the collections office that he sees 3 prior requests by us for a supervisor call back which unfortunately have not been returned at all. Yesterday again, there was no supervisor in 3 different departments available to talk to us. This is completely unprofessional, unethical, and incompetent for a financial institution. Please help us investigate Citadel 's business practices. Thank you very much. Best wishes, XXXX XXXX
03/21/2022	Yes	Mortgage Conventional home mortgage	Struggling to pay mortgage	CA 90048	Web	Older American
Dear CFPB Team, My lender Citadel is not responding to any of my emails or phone messages. Their representative, XXXX XXXX XXXX from XXXX requested that I provide a locked loan approval to suppress any negative credit reporting so I could finalize my refi with a new lender. I did submit the locked loan approval about 10 days ago which will expire by the end of this month. However, Citadel has not reported as us current and we tried to get a hold off XXXX XXXX XXXX from their Customer Advocacy Team ( who is handling our account for the past year ) via email and phone for 1 week now without any success. Moreover, we have tried to get any other supervisor on the phone without any success. No one is returning emails or our phone calls and our last 3-month mortgage payments, which we made over the phone with a live representative at Citadel, were initially accepted and then returned to us a couple of weeks later via check. It seems they are trying to avoid speaking to us so they can start the foreclosure process. The moment we asked Citadel to join the California Mortgage Relief Program which was created to help people like us, who fell behind and were placed on forbearance during the Corna Virus shutdown in 2020, Citadel started retaliating against us and placing our monthly mortgage payments without telling us into a suspense account and then returning the funds. We have not been able to pinpoint what they are hiding and why their upper management did decide not to join the California Mortgage Relief Program. It would have been a wonderful solution for us and them and it seems that their business practices are so shady that they are completely closing off their affairs to outside agencies. Furthermore, we tried again to get any representative on the phone today who could help us with our refi issues and were told by XXXX XXXX from the collections office that he sees 3 prior requests by us for a supervisor call back which unfortunately have not been returned at all. Today again, there was no supervisor in 3 different departments available to talk to us. This is completely unprofessional, unethical, and incompetent for a financial institution. Please help us investigate Citadel 's business practices. Thank you very much. With best wishes, XXXX XXXX
07/08/2022	Yes	Mortgage Conventional home mortgage	Struggling to pay mortgage	AZ 85122	Web
Our complaint in summary : We have been approved for XXXX XXXX XXXX XXXX ( XXXX ) Our Mortgage Provider has verbally said they are planning to participate Our Mortgage Provider has us in active forclosure with a sale date although we have assistance through XXXX XXXX to bring us current. Our desired outcome : Our mortgage provider stop all forclosure actions and accept the assistance we qualified for with the XXXX XXXX program. Mortgage Provider is CITADEL SERVICING CORPORATION XXXX XXXX XXXX, XXXX XXXX XXXX XXXX, CA XXXX ( XXXX ) XXXX XXXX We filled out an Application for the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX We have weekly communication with Citadel informing them of our hardship and status of XXXX XXXXXXXX Application through out this whole time and still on going. In late XXXX we wanted to start making monthly payments so that we would only be a couple months behind. We tried to pay for XXXX and we were in XXXX. XXXX We made an online payment towards our delinquent amount. That was later returned. Citadel was at that point only willing to make the account current which meant we had to come up with the full amount past due and current due. XXXX XXXX XXXXXXXX sent us notification that they were awaiting response from our Mortgage Provider. It was the wrong provider listed and took about a month to correct. XXXX We heard from both XXXX XXXX and Citadel. XXXX XXXX formally requested participation in the XXXX program. Citadel acknowledged receiving the email and forwarded the information to management for review. Citadel through out the process asked us to apply for a repayment plan but XXXX XXXX informed us that a repayment plan would be viewed as us getting current and no longer needing assistance. We would no longer qualify for the assistance. We continued to communicate weekly with Citadel and XXXX XXXX checking on any movement. XXXX We received a notice of Trustee sale with a date set for XXXX XXXX We have been in contact with Citadel Sr. Loss Mitigation Specialist. XXXX We were informed that Citadel was planning to sign up but that its a long process. XXXX Citadel has no update regarding particapating in the XXXX program.
03/10/2022	Yes	Mortgage Conventional home mortgage	Applying for a mortgage or refinancing an existing mortgage	TN 37743	Web
I started the process with XXXX XXXX around XX/XX/2022 working with XXXX XXXX. I had all of the initial paperwork submitted by XX/XX/XXXX. The process dragged on for almost 2 months due to internal operational issues to only be denied at the end. The frustrating aspect is that denial will likely be for something I communicated specifically about to the lender Day 1. The exact reason for denial has not been provided to me yet, the lender hit my credit report with 3 inquiries spread out which resulted in a ~XXXX point drop, and an appraisal was done which cost me {$750.00}. I was informed that currently the lender is denying everyone 's mortgages due to the company losing a ton of money when selling the bundled loans on the secondary market. In addition, I have not been provided with a copy of my mortgage application that was signed ( Even after a request ) nor I have I received a copy of the appraisal report which I requested. The net effect of this process is a XXXX point hit on my credit score, 2 months of wasted time, {$750.00}, and as a result of the time wasted ... higher interest rates which will result in potentially {$10000.00} or more in the difference on interest paid on a 30 year fixed loan product. It is very clear that this lender has no intention of actually pushing through mortgages which results in a XXXX poor user experience that results in wasted resources from top to bottom. The communication from the lender has also been painfully slow. I have called the lender over 120 times during this loan process to only have my calls picked up on about 6 or 7 total occasions. The rates communicated to me at the beginning of the process went up on me 3 separate times during the loan process since my initial conversation. It appears that once the agreement was signed to lock in the rate with the lender, the underwriting team is coming back and denying everyone application for any reason to shut down in additional losses coming through the pipeline. I would highly suggest everyone to not work with this lender in the future as they clearly have no desire to actually do mortgages.
08/01/2021	Yes	Mortgage Conventional home mortgage	Trouble during payment process	CA XXXXX	Web	Older American
Dear CFPB Team, I have a mortgage with Citadel Servicing Corporation. Due to the Coronavirus lockdown, we were forced to apply for forbearance which Citadel approved from XX/XX/2020 until XX/XX/2020. We then agreed on a payback plan which we honored and made full payments every month according to the contract we signed. However, there was a change in servicing within Citadel and due to that internal change, our new mortgage statements did not reflect the payment amount that was agreed upon in our payback contract. We contacted Citadel and they told us that they were not aware of any payback contract or agreement and that no such notes were recorded in their system. We were advised to only send in the new lower payment that was shown on the monthly mortgage statements which we did every month on time. Besides the fact that Citadel incorrectly reported us to the credit agency as delinquent, they had no idea that we had an existing legal payback contract. Therefore, I emailed Citadel a copy of the signed payback contract and advised them to remove any negative reporting on our credit. As per their suggestion, we applied for a new loss mitigation package. Meanwhile, they told us that they would honor the payback contract but only if we could pay the difference of the new lower payment to the higher repayment plan for the multiple months they did not bill us correctly. Due to our financial situation we were unable to do so and sent in our loss mitigation application. Today we received a letter that states that we have 30 days to pay off {$50000.00}. This is absolutely ridiculous and unethical. This complete mess was NOT caused by us but by Citadel due to the change in their servicing operation. None of this should be to our disadvantage since we kept our part of the agreement and were clearly harmed by Citadels sloppy payment department that did not know that we had a signed repayment contract. Please help us resolve this matter and start our new repayment agreement from this month on. Thank you very much. With best wishes, XXXX XXXX
03/28/2023	Yes	Mortgage Other type of mortgage	Trouble during payment process	FL 33134	Web
Acra Lending has created issues with the closing of my residence XXXX XXXX XXXX XXXX XXXX Fl XXXX since I first started working with them to purchase the home. They first did not abide by closing date and changed terms a few days before closing, knowing I had {$80000.00} in deposit that I would lose. The loan XXXX and terms and points changed before effective date. This left me with very little cash on hand for the construction on the home, based on the draw requests work must be paid for and completed before draws take place to obtain funds to pay for repairs/remodeling. They held funds multiple times due to inspection delays and due to the work not being completed according to their guidelines causing several delays in the construction process. Once all draws permitted ( 8 ) which they were not flexible extending were completed the home was listed for sale on XX/XX/XXXX. The loan maturity date is XX/XX/XXXX. The home did not sell and I lowered the price three times due to pressures from the lender on repayment. I asked for Acra Lending to provide an extension and they denied it, based on the note default rate would be 20 %. I asked to extend with points and fees and received threats of primitive foreclosure and harassment from the company. I had a contract on the home at the time that I shared when I requested extension and sent this to them and they still threatened with foreclosure. I had to refinance with another lender for just 45 days from my maturity to loan closing date and paid {$98000.00} in total fees. Their lack of transparency and willingness to work with the consumer cost me hundreds of thousands and almost put me out of a place to live and my entire life savings. This company is taking advantage of personal information provided on sales contracts to coerce buyers into higher rate and terms, and attempting to foreclose companies/clients that have not even missed a payment with the purpose of taking their asset.
02/19/2021	Yes	Mortgage Conventional home mortgage	Struggling to pay mortgage	CA 92106	Web
This is my third complaint. I receive a letter from XXXX XXXX XXXX in the mail indicating that they have been retained by my mortgage servicer, Citadel Servicing Corp. The total amount due in the letter is incorrect. ( {$960000.00} ) I have requested a full breakdown of what that amount entails and how it was calculated. I was told by Citadel that I would be offered a feasible repayment plan after my forbearance. I was negotiating the terms of this plan with Citadel and waiting for a response to my question regarding foreclosure to assess my options. Instead of responding, they quietly referred it to foreclosure and retained a trustee to facilitate it. How am I able to make an educated decision on what to do when nobody would tell me a deadline to decide or when they intended on referring it to foreclosure? If they would have informed me of the XX/XX/21 referral date, I would have found a way to make the first payment on the repayment plan by borrowing from friends or family. I would never have allowed this to be referred to foreclosure and have multiple fees assessed. This is an invalid foreclosure referral and it should be immediately rescinded. Citadel has violated the California Homeowner Bill of Rights on many provisions. I was never provided with a referral date and I was promised someone would be in contact and nobody contacted me or responded to my questions. This is a clear example of duel tracking. I was given no information regarding a deadline nor offered a chance to appeal the denial of my request for additional forbearance. I was never provided one point of contact and key information was withheld from me. This all being done amid a global pandemic with other state-imposed guidelines in place. They have already imposed and began collection efforts for late fees and attorney fees which is yet another violation of the Homeowner Bill of Rights.
07/09/2020	Yes	Mortgage Other type of mortgage	Trouble during payment process	XXXXX	Web
I am an XXXX resident and I hold a mortgage with Citadel Servicing for a vacation property in XXXX XXXX XXXX. I have held this loan for almost 4 years. I always pay my payments on time and without issue. However, this becomes very difficult when the lender does not provide sufficient notice of the intent to alter mortgage payments. I received notification on XXXX XX/XX/2020 of the intent to increase my repayments with effect from XXXX XX/XX/2020 as a result of an increase to the escrow. I note that the letter confirming the increase was dated XXXX XX/XX/2020. Our postal address is an XXXX address. My complaint relates to three matters : 1. We are not able to increase our mortgage payments on XXXX XX/XX/2020 if we are not advised until after this date. I am concerned that this will impact my credit rating and that I will be charged a late fee. 2. The justification for the increase in escrow in unclear. Please provide further explanation as to the reason for a {$120.00} per month increase. 3. Our escrow costs increased last year, resulting in the same poor customer experience in lack of adequate notice. I was advised at the time that this matter had been escalated and would not be encountered again. Citadel is not providing adequate notice and this needs to be addressed. I contacted Citadel on XXXX XXXX, the day I received the notification asking for them to contact me as a matter of urgency and to treat my contact as a complaint. To date, I have not received a reply. The only contact I have received is an email from an unmonitored email account advising that my mortgage payment had not been received ( which it has, it is just less than value of the increase rate effective XXXX XXXX ). I am seeking your assistance in order to address a systemic issue with this organization and to improve the communication methods they employ.
03/25/2021	Yes	Mortgage Conventional home mortgage	Applying for a mortgage or refinancing an existing mortgage	CA 92008	Web	Older American
My mortgage was placed in Covid Assistance Payment plan XX/XX/2020. In XXXX I started a refi. Broker. XXXX XXXX XXXX ID XXXX This was to be a stated income refi My credentials. Credit Score. XXXX A years worth of deposits averaging XXXX monthly. Provided and average way above that Only debt. Lease car XXXX left. Tractor XXXX left. Co signed on grand daughter car XXXX. No credit card debt. We agreed to pay off lease and tractor thru refi Mortgage left on house XXXX. Appraised at XXXX XXXX Biggest stipulation was a balloon payment on the forebearance out of pocket. I had to make over a XXXX payment to satisfy the lender Underwriter has constantly delayed and messed around on this loan. XXXX and Acra management many times telling me that I was way qualified for this refi but waiting for underwriter to approve. XX/XX/XXXX I get a text that underwriter has mistakenly sent out to me adverse notification and both XXXX And XXXX conference call me to apologize and ignore. XX/XX/XXXX the letters arrive three times today XX/XX/XXXX I was informed that the underwriter decided he cant reinstate the loan and we need to start over Its been 4 months. Im in worse financial crisis now with the forced XXXX balloon payment That money was to be part of the loan back to me. Property taxes are due shortly. Ive paid out of pocket for the appraisal and this company treats it as a joke The excuses and blaming on their part is unacceptable. They have been provided with a years worth of documentation regarding current and past lender Ive been told Im more then qualify esp with XXXX equity in my home. Now Im out XXXX that as a senior citizen I desperately needed and now read that a balloon payment was wrong on their part Please help XXXX XXXX XXXX XXXX XXXX Acra Lending Services NMCS ID XXXX Adverse letter signed XXXX XXXX XXXX Lending XXXX XXXX XXXX
01/14/2022	Yes	Mortgage Conventional home mortgage	Struggling to pay mortgage	CA 90048	Web	Older American
To Whom It May Concern, I applied for forbearance in XX/XX/XXXX due to the Corona Virus shutdown. My lender, Citadel Servicing Corporation has been challenging to work with. Every month I have to beg to make my monthly payment, as my over {$50000.00} in past due payments have not been deferred due to a change in servicers within the Citadel Servicing Corporation in XXXX. I had been reported late to the credit agencies which I was able to get removed after months of negotiating with Citadel. However, the credit reporting suppression is on a month-to-month basis and every single month I worry that they will deny my request for the coming payment period. It is of immense importance that my outstanding credit stays intact as I am tirelessly trying to refinance my loan so I can move on from this horrible situation. Moreover, I applied for the California Mortgage Relief Program and have submitted all necessary documents. The California Mortgage Relief Program will cover past-due mortgage payments in full through a grant of up to {$80000.00} per household. The money will go directly to a homeowners ' mortgage servicer. It's free to enroll and funds do not need to be repaid. My case qualifies for this grant and I have been in constant contact with the California Mortgage Relief Program. My lender, Citadel Servicing Corporation has not signed up for the program and I have kindly asked their representative to forward a written message from the California Mortgage Relief Program to upper management in order to consider joining this amazing supportive initiative for struggling homeowners like me. Please help me reach Citadels higher management and ask them to join this program that was established to help mortgage holders, and lenders to take care of delinquent payments. Thank you very much. With best wishes, XXXX XXXX
08/21/2022	Yes	Mortgage Conventional home mortgage	Closing on a mortgage	WA 983XX	Web	Older American, Servicemember
Started a refinance with Citadel XXXX Corporation dba Acra XXXX on XXXX XXXX. They kept loosing papers and went through a lot of repetitive steps to reach the end. Was told by one XXXX XXXX that I could have {$65000.00}. at 5.6 % interest and pay only the interest for 10 years. My payment would be just over {$1500.00} a month. Citadel even did not notify the appraiser that this was a rental and that the management company needed to be notified. Thus I had to pay for 2 appraisers and a penalty to the first appraiser for going out to do nothing. Through all of this I thought we worked out an extension to save the interest rate. Obviously that did not happen. Finally in the first part of XXXX, after dealing with XXXX and a Virginia XXXX we got to the first part of XXXX. A week before signing I was told that since I lived in XXXX I had to get the final forms notarized in the consulate. Or I would need a POA to assist but the POA needed to submit a letter and had to be approved. Meanwhile XXXX told me that I had until the XXXX to sign the papers. So I flew to XXXX to have the papers notarized. I was shocked beyond belief. Out of nowhere I was charged a 7.1 , % interest with a payment of over {$1800.00} a month and in full and only received {$49000.00}. Acra has refused me any explanation or any help. They have completely ignored me. I wrote to the sales manager and never received a reply. XXXX advised me to sign the papers and the difference could be worked out later. Just another lie. By the by the normal interest rate should have been the 5.6 %. They completely ignored the {$590000.00} actual appraisal figure. I have been with Citadel for a long time and never expected this kind of treatment. Also the settlement date and dispersal dates are wrong.
02/14/2022	Yes	Mortgage Conventional home mortgage	Struggling to pay mortgage	CA 90048	Web	Older American
I received a phone call from XXXX, a rep of the Loss Mitigation department of my lender, Citadel Servicing Corporation, on XX/XX/2022, informing me that he had received notice from upper management that Citadel has finally signed up to participate in the California Mortgage Relief Program. I immediately contacted the XXXX rep and shared the great news and also requested for my application to stay active so that they could contact the servicer. However, on XX/XX/2022 I received another phone call from the same representative that advised me that Citadel has decided to not sign up for the program and therefore, my application will probably become inactive. Today, after numerous attempts to get a straightforward answer, Citadel 's Consumer Advocacy rep, XXXX XXXX XXXX, confirmed that the upper management at Citadel has decided to not sign up for the California Mortgage Relief Program. I informed Citadel that I will report this incident to multiple watchdog government agencies as this shady conduct from Citadel has become all too familiar. Furthermore, Citadel stated in a past correspondence that I owe about XXXX for the forbearance period I was placed under during the XXXX XXXX shut and lockdown. However, the correct amount for the XXXX months of forbearance I was approved for and also have a written contract for is {$50000.00}. Currently, I have sent in the Loss Mitigation Package for their review and am also actively working with a new lender to move my loan from this horrible banking institution. I have also requested multiple times in writing to please be informed on who is currently the owner of my loan. Unfortunately, I have not been given any information.
09/25/2023	Yes	Mortgage Home equity loan or line of credit (HELOC)	Trouble during payment process Escrow, taxes, or insurance	TX 77044	Web	Older American, Servicemember
On XX/XX/2023 at approximately XXXXXXXX XXXX. A notary public from XXXX XXXX XXXX, came to my construction site at XXXX XXXX XXXX XXXX XXXX Tx XXXX XXXX to close out XXXX of my properties listed as XXXX XXXX XXXX XXXX XXXX Tx XXXX XXXX. The XXXX statement shows we closed at the XXXX location XXXX ( See Ex. # XXXX ). The XXXX XXXX had XXXX XXXX come out with only one set of Documents for my signature. I requested and asked forthe copy and was informed that a complete copy would be given to me after she ( XXXX XXXX returned to the office and made copies and a carrier would return the same day and bring me the copy of the signed documents. The Title company never returned and I did not have a complete copy of my signed documents. Eight days later I reached out to my contact, XXXX XXXX and explained to him I don't have a copy of my documents, and he said the Title company would mail them, I informed my cntact that I would file a formal complaint with the Texas and Federal authorities. I received what appears to be a complete copy of my documents on XX/XX/2023. ( See Ex. # XXXX ). Also attached is ( XXXX # XXXX ) Text messages from my contact XXXX XXXX. The package I received contains missing pages and does not contain all of the pages that I remember signing on XX/XX/2023, My loan was sold to XXXX. ( See Ex. # ) XXXX is attempting to force me to keep a Escrow account, that I insisted on not having when I closed with XXXX XXXX XXXX XXXX Page 1 of my Note, states {$880.00} ( See Ex. # XXXX ) I have paid my Taxes & Insurance for 20 years. I did not receive all of my closing documents. I do not want a Escrow Account. Respectfully, XXXX
05/05/2023	Yes	Mortgage Conventional home mortgage	Closing on a mortgage	IL 60048	Web
On XX/XX/2023, we closed on a property purchase using an 80 % Loan to Cost loan from ACRA Lending located at XXXX XXXX XXXX, XXXX XXXX, XXXX XXXX, CA XXXX. The servicer is Citadel Servicing Corporation XXXX Acra Lending, XXXX, XXXX XXXX XXXX XXXX XXXX XXXX XXXX, CA XXXX. Our lender communicated a specific rate of 9.99 % through out the negotiation process, upon which we based the transaction and the purchase. We inquired several times and were assured of the closing terms as agreed. However, at the closing table, the documents reflected an 11.25 % rate, very different from what had been represented.t o us all along. We requested clarification and have been unable to obtain a satisfactory remedy from the lender. Their response was that there was nothing they could do about the change, that while they did not communicate the change in the rate and led us to believe our original rate was unchanged, they were not obligated to provide disclosure. As customers, we believe we were adversely disadvantaged by the lenders unfair change to the rate as previously agreed to. In addition, their slowness and incompleteness of communication had a real impact on the transaction including closing delays and timeline extended, leading to loss of revenue on the lease. Our resulting loan settlement required significantly more cash to close, there were multiple appraisal revaluations, unclear communication of certain terms ( such as the prepayment penalty ) and most impactful of all, the change in the rate I am filing this CFPB complaint unsuccessfully resolving the matter with the lender.
12/28/2020	Yes	Credit reporting, credit repair services, or other personal consumer reports Credit reporting	Incorrect information on your report Account information incorrect	CO 801XX	Web
My wife and I had a mortgage with Citadel servicing of which I was in an approved forbearance program due to COVID and my complete loss of income. My accounts all shut down on XX/XX/XXXX and I had been in contact with Citadel immediately about my loss of income and signed into their deferment program of which it took several months to receive the paperwork from them. They informed me under the current law I was abIe to defer monthly, which i did from the the first month covid hit me. I was told to wait for their paperwork to fill out but needed to put in an application with them. I did so and was approved for forbearance with a first payment due on XXXX XXXX 2020. I ended up selling my house and sold it XXXX under appraised value to move on from this nightmare and get them paid and save my credit. I satisfied them 100 % on XXXX XXXX 2020. Ist payment of the new forbearance wasXX/XX/XXXX. Today, XX/XX/XXXX, not on my credit but on my wife 's credit report it shows a 120 day delinquency from Citadel Servicing, posted on XX/XX/XXXX, which will now affect us on our current mortgage application and I will not be able to get the interest rates we deserve and worked so hard to retain. We went from a 6600 sq ft house to a 12x10 room to save our credit and now we have this to deal with at almost XXXX, and not due to my own fault.
01/09/2021	Yes	Mortgage Conventional home mortgage	Struggling to pay mortgage	CA 92106	Web
Citadel Servicing originated and now services my mortgage. My small business has been adversely affected by the pandemic and government-mandated quarantine. I am collecting unemployment but unable to make my mortgage payments due to my payments being XXXX per month and my unemployment being {$1800.00} a month. Citadel is not following the industry norm and allowing up to 12 months of forbearance like the government-backed loans are required to per the Cares Act. They are foreclosing on my home and have issued me a notice of intent to foreclose. I find it reprehensible that they would do this to a small business owner in the midst of a global pandemic. Its not my fault that the government has shut my business down. Now they want to ruin my credit and take my home. They earlier agreed to a forbearance but will not extend the forbearance for 3 more months. As the pandemic continues and quarantines and moratoriums are extended, they should follow suit. I think it is very unethical what they are doing to me considering the environment we are in and the fact that I have no control over this pandemic or government-issued restrictions impacting my ability to earn an income.
10/17/2021	Yes	Mortgage Other type of mortgage	Trouble during payment process	NJ 070XX	Web
Due to the pandemic, our business has been closed for 18 months. During that time, our home mortgage company granted us deferral. Most recently, we were assured deferral until XXXX, when our business was slated to reopen. Nonetheless, we began making payments earlier, in XX/XX/2021. Note that the mortgage servicer raised our monthly payments by $ XXXX/month, making it much more difficult for us to pay, yet we made payments for XXXX, XXXX, XXXX and XXXX. However, they kept calling us about the past due balances and did not apply the payments to our past due balance. They even refused to deposit the check for the XXXX payment, stating that there was a block on accepting any payments on our account until we paid the past due balance in full. They then reported us as XXXX days late to the credit reporting agencies! This is absolutely outrageous and needs to be reversed at once. We are just coming out of 18 months with no income. We have reopened our business and anticipate being able to pay off the deferred amounts, and we have every intention of doing so, but we need time to take care of a backlog of bills.
05/11/2021	Yes	Mortgage Conventional home mortgage	Trouble during payment process	CA 92880	Web
Recently, I received a letter from Citadel Servicing Corporation stating that a recent XXXX found there is excess fund left in the escrow account that is due to me. Citadel used the escrow account to pay for my mortgage, property tax, insurance etc. I paid off the loan in XX/XX/XXXX. On XX/XX/XXXX, I called Citadel Servicing Corporation and spoke to XXXX of Customer Service. He said that the refund payment will be mailed to me no later than 20 days from XX/XX/XXXX. 20 days went by and I still have not received the payment. On XX/XX/XXXX, 48 days after I had the conversation with XXXX, I talked to XXXX of Customer Service. He said the refund payment will be mailed to me later this year due to " a logistic reason. '' As a XXXX XXXX XXXX myself, I am fully aware that mortgage lenders can take up to 30 days to refund escrow account balances to borrowers whose mortgage loans have been paid off. However, if a lender retains a customer 's money longer than 30 days, they are breaking laws. Please help investigate this matter and compel Citadel Servicing Corporation to release the fund to me.
07/16/2021	Yes	Mortgage Conventional home mortgage	Closing on a mortgage	CA 92835	Web
I had a home mortgage with Citadel Servicing corporation and I refinanced by using another mortgage company last XXXX. The new mortgage company has paid off the debt on XX/XX/XXXX. But Citadel deducted the monthly payment {$2600.00} from my bank account on XX/XX/XXXX. That means Citadel changed another month after the loan was paid off. The refund check of the escrow account didn't reflect the amount of the deduction. I called Citadel several times, they insisted the refund amount was right. However, I received an email from Citadel on XX/XX/XXXX. It said " During a recent audit it was determined that some additional funds from the Escrow account were still owed to you and we want to confirm an appropriate mailing address to send these funds. '' They asked me to call their office to confirm my current address. I called and provided the address and contact information. However, I still didn't receive the check. I called back several times, they just said it is on the way and it's delayed. Four months have passed. There is still no check.
07/29/2021	Yes	Credit reporting, credit repair services, or other personal consumer reports Credit reporting	Incorrect information on your report Account status incorrect	CA 90048	Web	Older American
Dear CFPA, I previously filed a complaint with you in regards to my mortgage lender, Citadel Servicing Corporation. Citadel reported me delinquent to the credit agencies even though I never missed a payment and fulfilled all their requested obligations. After my filing Citadel responded and admitted that there might have been a " misunderstanding '' due to the transfer in servicing in their company. They corrected the inaccurate reporting on my credit with XXXX and XXXX but left the incorrect negative reporting on my XXXX report. My loan officer just pulled my credit report and Citadel has me still reported as late for XXXX and XX/XX/2021 on my XXXX report. After reviewing my payment history, I realized that I paid my full repayment plan amount of {$11000.00} in XXXX, and in XXXX the reduced amount of {$9900.00}. However, my XXXX credit report shows me late for both mentioned months which is totally inaccurate. Please let me know how to proceed with Citadel in this matter. Thank you very much. With best wishes, XXXX
09/20/2021	Yes	Mortgage Other type of mortgage	Trouble during payment process	CA 93292	Web
I was place in a repayment plan XXXX of XXXX. My original mortgage payment was for {$2700.00}, it increased to {$3300.00} once I was place in a repayment program for 24 months. I hace been consistent since XX/XX/XXXX. My original past due balance was {$14000.00}. I have made {$32.00}, XXXX since I have been on this program. I am in receipt of a notice informing me they are removing me from the program and I am due to pay {$16000.00} in full by XX/XX/XXXX otherwise they will start a foreclosure process. I should only owe for XXXX and XXXX total of {$5700.00}. This is the 2nd time I try to refinance and they have prevented me from obtaining a new loan. I had previously spent 7 months trying to have them correct their mistake when they reported me late to the credit agencies. I received letter of apology from them in XXXX and here we are in XXXX and I am going through the same experience when I tried to refinance the first time. I would great appreciate your help
02/01/2021	Yes	Mortgage Conventional home mortgage	Closing on a mortgage	CA 92040	Web
XX/XX/21 XXXX Escrow order a payoff from Citadel Servicing in order to facilitate my new refinance. XXXX has sent in 2 faxes requests and e-mail request, confirmation of receipt from followup calls all stated it was in process. When escrow calls they are told it will be 5 to 7 business days, when followed up on XX/XX/21 they were told it would be done by end of business day on XXXX since the request was in process for 10 days. When still not received they were told they did not have the request and to resend on XX/XX/21. Every request has been for payoff to be good for 30 days. I called twice, have requested the same for the past 2 weeks and they finally sent a demand on XX/XX/XXXX at XXXX XXXX the demand was only made good through XXXX ( only good for 1 business day not 30 ) - therefore its no good and title will not process payoff on an expired demand. Citadel is hindering my ability to refinance and I am going to lose the loan I have in process.
03/25/2021	Yes	Mortgage Conventional home mortgage	Trouble during payment process	CA 95123	Web	Older American
I would like to place a formal complaint against Citadel Servicing Cororation, the financial company with whom I have the mortgage of my house.I have noiced that during the past 2 months they are transferring their operations from XXXX XXXX XXXX CA ) to XXXX ( G ). This process has been a disaster because of their lack of transparecy to their customers, incompetency, chronic chaos and disarray in this company. I had to spend {$44.00} XXXX {$15.00} fee & {$29.00} USPS-Overnight Delivery ) because of their threath of reporting to Credit Bureaus, thus damaging my hard earned credit history.. I have had various prblems with them virtually from the onset XXXX XX/XX/2018 ). I do hope that you would be in a position of helping me to deal with this company. Best regards, XXXX, XXXX XXXX XXXX am open to discuss the dtail with you anytime you choose as I refrained from using vital account numbers, etc ...
03/17/2022	Yes	Mortgage Conventional home mortgage	Trouble during payment process	CA 90048	Web	Older American
Dear CFPB, I have had problems with my current lender for over a year now and have reported these issues to your agency multiple times. My lender, XXXX is completely unethical and uncooperative. We are in the final stages of refinancing our home with a new lender but are unable to close due to Citadels refusal to communicate the right information with the new mortgage company. This is our second attempt at refinancing our house. The first one also didn't close due to the exact same issues. Moreover, Citadel has the audacity to not credit our monthly mortgage payments and hold the funds in a suspense account, and not report our payments as current to the credit agencies. I have called and emailed their representative multiple times but have not heard back. We are in dire need of help. Please be so kind and look into these practices. Thank you very much. With best wishes, XXXX XXXX
06/29/2021	Yes	Credit reporting, credit repair services, or other personal consumer reports Credit reporting	Incorrect information on your report Account status incorrect	CA 93292	Web
XX/XX/XXXX, I was placed on a deferred payment arrangement, for 24 months, totaling a monthly payment of {$3300.00} per month. My original monthly payment was {$2700.00}, before the deferred arrangement. I have continue to make my monthly payments on time, I have also made additional payments during this period of time. Citadel transferred my loan to their XXXX XXXX Citadel XXXX in XXXX, therefore the situation only got worse. I have made hundreds of calls trying to address they're mistakes. 1. They were not reporting payments made to the credit agencies. 2. they reported me late in XX/XX/XXXX. 3. They did not honor the deferred payment arrangement and reported me as late to the credit bureaus. 4. My credit score has dropped 169 points. 5 My mortgage states still shows the full amount of the deferred amount as due. 6. They are also charging me for hazard insurance.
03/30/2022	Yes	Mortgage Conventional home mortgage	Closing on a mortgage	FL 333XX	Web
I am refinancing my primary residence in Florida. On XX/XX/XXXX my loan officer submitted a lock extension request for 5 days at a cost of {$2200.00} ( .375 % ) because my lock expired on XX/XX/XXXX and we weren't going to make it with the 3 day rescission period. The loan was cleared to close on XX/XX/XXXX. I printed and wet signed the attached documents. We are now on Wednesday XX/XX/XXXX and I have still not received the closing disclosure and the bank is asking me to pay an additional extension fee of 1.125 % ( {$6600.00} ). The account executive at Acra lending has been telling my loan officer that this will be handled but time keeps going by and nothing is being done. The company is clearly deploying bullying tactics and delaying the process by saying they are short-staffed as if that is customers ' problem to pass on their inefficiency cost to the customer.
09/08/2022	Yes	Mortgage Conventional home mortgage	Trouble during payment process	TX 76017	Web
Citadel paid my home owners insurance late causing my policy to be cancelled and payment to be returned ( to me ). I had to secure insurance on my own. This money came out of pocket. I had to wait on refund that the insurance company sent to me and this caused a late mortgage payment. I was told this would cause a late fee but it would be waived once everything was settled. It was not. Citadel also hit my credit score on XX/XX/XXXX and XXXX. Making two claims for one account!!! Additionally, this has effected my escrow and will ultimately cost me more money in loan interest. I have over 8hrs of personal time invested into this situation and Citadel has proven to care NOTHING about customer service. You can NEVER talk to the same person twice and everyone give you a different story.
07/21/2020	Yes	Mortgage Conventional home mortgage	Struggling to pay mortgage	FL 33411	Web
Made my full payments up to XX/XX/XXXX. The full XXXX payment was wired to Citadel.This payment was for principal & interest, but instead Citadel applied part of payment to late charges without my consent leaving the payment short. I spoke to a supervisor who said she reversed the payment making my account current thru XXXX. I then applied for a 3 month mortgage assistance for XXXX, XXXX and XXXX. I expect my next payment to be due XX/XX/XXXX. This is just a deferral of my payments not forgiveness. Citadel said they would place the 3 month payments at the back of the loan. I spoke to Citadel on XX/XX/XXXX and the payment had not been reversed as the supervisor had told me. They told me i was due for XXXX & XXXX, XXXX. This is totally incorrect and needs to be corrected.
06/15/2022	Yes	Credit reporting, credit repair services, or other personal consumer reports Credit reporting	Incorrect information on your report Account status incorrect	CA 91790	Web
XXXX is reposting that I have an open account that has already been paid in full as of XX/XX/XXXX. We have reached out to the credit bank, Citadel Servicing Corporation, about this issue. We are unsure if Citadel is the one that is wrongly reporting that there is still a balance, or if XXXX is not updating account status. I have filed a dispute on XX/XX/XXXX, to correct the status of the so called unpaid mortgage, but claimed that the information was up to date on XX/XX/XXXX. We have also called Citadel and they have sent us documents stating that the loan was paid in full, which we have submitted to XXXX as supporting documents to fight the dispute response on XX/XX/XXXX. This false report is severely affecting my credit score and the ability to obtain other loans.
08/30/2021	Yes	Mortgage Other type of mortgage	Trouble during payment process	PA 19027	Web
i never received a single statement from this company since i opened the loan. i just set up autopay through my bank and the payments went out every month at the same time. I tried to register online to view my account, but was not able to no matter what i did. Customer service tried helping me but the most they could do was try to escalate the matter, repeatedly, but no one ever got back to me. In the meantime, they sent an audit of the payments over a period of the past six months and it showed an inordinate amount of fees being assessed multiple time per month, which another customer service person could not explain to me either. This company is predatory in the extreme and I would like some help reaching a resolution to remove all these fees.
08/07/2021	Yes	Mortgage Conventional home mortgage	Trouble during payment process	CA 90048	Web	Older American
Dear XXXX Team, I have a mortgage with Citadel Servicing Corporation. Due to an error within Citadel, after they changed their servicing company earlier this year, I have problems with my payback contract. I am in daily contact with Mr XXXX XXXX from Loss Mitigation, Mr XXXX XXXX from Customer Resolution Specialist, and their collections department. To my surprise, I received a certified letter today saying that Citadel has tried to contact me on 3 different occasions unsuccessfully. This is absolutely incorrect. It seems that Citadel is extremely unorganized and I am scared of losing my home due to their unprofessionalism. Please help me resolve all my challenges with this mortgage lender. Thank you very much. With best wishes, XXXX XXXX
11/28/2023	Yes	Mortgage Conventional home mortgage	Trouble during payment process Trying to communicate with the company to fix an issue while managing or servicing your loan	CA 90004	Web
I have been waiting since XX/XX/XXXX to have my kitchen repaired and the mortgage company is holding the check. I have been paying out of pocket and they are refusing to send the money. They give me different answers every time and have failed to file paperwork multiple times they are trying to extend this process to prevent me from being able to have tenants in the house or have a functional kitchen to be able to pay my mortgage. The insurance company did not release enough funds to complete the project and the mortgage company has been holding funds for several months. Its unacceptable and abusive. I am a XXXX woman, and I find it completely unfair that a large corporation can treat me this way. Thank you.
04/14/2021	Yes	Mortgage Conventional home mortgage	Closing on a mortgage	TX 795XX	Web	Older American
We had a mortgage loan with Citadel Servicing Corporation. We sold our property and escrow closed on XX/XX/2021. The loan was paid in full at closing. Until today we have not received the escrow over payment refund from the lender. XXXX XXXX form the lender company called us on XX/XX/2021 to verify the new address for refund check, yet we never received any checks. After we called them several times, on XX/XX/2021 we provided our bank account info by phone for security ( not by email ) and they agreed to issue an ACH deposit. Until today XX/XX/2021, we did not receive any deposit, we called them again and the only answer we have is, " we will get back to you ''.
09/27/2021	Yes	Mortgage Conventional home mortgage	Struggling to pay mortgage	CA 936XX	Web
I am currently on worker compensation for a work related injury and COVID 19 reduced work hrs. The mortgage company offered me a promise to pay less amount that I paid on time ( while they reviewed my hardship package ) all of a sudden they have denied my promise to pay amount and requested a new hardship package. I have since returned the new hardship package with the requested documentation and now they have denied me relief help .. ( because they some how believe that I dont reside at the property in question. Im currently sending they an appeal with all documents stating proof of residence.
08/02/2023	Yes	Mortgage Conventional home mortgage	Trouble during payment process	TX 75243	Web
My mortgage is held by Citadel Servicing Corp, dba Acra Lending. I've been told by customer service via email that " your account does not qualify for interest on escrow as this is a state by state requirement and the state of Texas does not qualify to have an interest on escrow. '' This is a predatory practice. I'm reporting this as a complaint to the CFPB because homeowners in Texas are being taken advantage of. We are being charged exorbitant interest expense on our home loans, while not being paid interest on our escrowed funds. This makes no sense and is tantamount to theft.
09/30/2021	Yes	Mortgage Other type of mortgage	Struggling to pay mortgage	FL 33411	Web	Older American
I was laid off due to XXXX XXXX and fell behind on payments. i applied for mortgage assistance from the lender Citadel servicing Corp. They sent me a reinstatement letter for {$45000.00}. i did not have it. i recently got a call from XXXX XXXX who said that Citadel was prepared to take {$30000.00} in XXXX as deposit. I told her that i did NOT receive any such call for email. She said she would find out what could be done. I told her i could pay {$40000.00}. She did not get back to me until yesterday, almost a month later with a reinstatement letter for {$75000.00}.
03/01/2021	Yes	Mortgage Conventional home mortgage	Trouble during payment process	VA 201XX	Web
Hello, I pay my mortgage on time and I am current on both of my loans. Citadel Servicing Corporation continues to not process my on time payments and has marked both of my loans Inactive. They also continue to send me Notice of Foreclosure every month on both mortgages. I have been fighting with them and they will not resolve the matter. They have been doing this to me since XX/XX/XXXX and until this day XX/XX/XXXX. XXXX # XXXX and XXXX # XXXX XXXX XXXX XXXX XXXX
06/22/2020	Yes	Mortgage Conventional home mortgage	Struggling to pay mortgage	CA 92106	Web
My mortgage company is refusing to work with me on a forbearance or payment deferral due to the government shut down and stay at home orders which prevented me from earning an income. It is privately funded to they do not have to comply with the cares act but should have a moral obligation to work with their borrowers who have been impacted by this pandemic and forced to shut down their businesses and prevented from earning an income.
12/23/2021	Yes	Credit reporting, credit repair services, or other personal consumer reports Credit reporting	Problem with a credit reporting company's investigation into an existing problem Their investigation did not fix an error on your report	CA 92886	Web
This is XXXX XXXX, who is submitting this CFPB complaint myself. CITADELSVC is reporting late, yet it is closed and the balance is zero as reported in XXXX. Lets correct this immediately. The Bureau is required to verify for themselves, but they failed to neither verify nor update me about these complaints. ( CITADELSVC XXXX )
03/17/2021	Yes	Mortgage Conventional home mortgage	Struggling to pay mortgage	FL 33411	Web	Older American
Due to Covid 19 was laid off job and did not receive unemployment. Mortgage Co gave me 3 months defferal and told me it would be placed on the back of the loan. I was to pay only the payments due after the 3 maths. Now they are demanding all payments. I sent them 3 months payments and they returned it
10/04/2023	Yes	Credit reporting or other personal consumer reports Credit reporting	Problem with a company's investigation into an existing problem Their investigation did not fix an error on your report	CA 92886	Web
Despite multiple written requests, the unverified account listed below continues to report on my file. The late payments are inaccurate, the payments were made on time. Please update the late payment markings to show the correct payment history. Update the account below : XXXX XXXX
08/17/2023	Yes	Mortgage Conventional home mortgage	Applying for a mortgage or refinancing an existing mortgage	CA 92124	Web
I've asked XXXX XXXX and XXXX XXXX in writing to stop emailing me several times. XXXX : XX/XX/2023, XX/XX/2023, XX/XX/2023 XXXX : XX/XX/2023 I told them I would report them but they continue to spam me.
10/23/2023	Yes	Mortgage Conventional home mortgage	Struggling to pay mortgage Trying to communicate with the company to fix an issue related to modification, forbearance, short sale, deed-in-lieu, bankruptcy, or foreclosure	CA 93619	Web

06/20/2023	Yes	Mortgage Conventional home mortgage	Trouble during payment process	FL 34484	Phone

03/27/2023	Yes	Credit reporting, credit repair services, or other personal consumer reports Credit reporting	Incorrect information on your report Information belongs to someone else	GA 30126	Referral

03/20/2023	Yes	Debt collection I do not know	Attempts to collect debt not owed Debt was result of identity theft	GA 30126	Web

03/02/2023	Yes	Mortgage Conventional home mortgage	Trouble during payment process	CA 92108	Web

02/16/2023	Yes	Mortgage Conventional home mortgage	Trouble during payment process	CA 95828	Web

09/03/2022	Yes	Mortgage Conventional home mortgage	Struggling to pay mortgage	CA 92881	Web

07/26/2022	Yes	Mortgage Conventional home mortgage	Closing on a mortgage	MA 01570	Web

05/26/2022	Yes	Mortgage Conventional home mortgage	Struggling to pay mortgage	WA 98303	Web

04/06/2022	Yes	Mortgage Conventional home mortgage	Struggling to pay mortgage	WA 98105	Postal mail

04/02/2022	Yes	Mortgage Conventional home mortgage	Struggling to pay mortgage	FL 33166	Web

03/29/2022	Yes	Mortgage Conventional home mortgage	Struggling to pay mortgage	WA 98105	Postal mail	Older American

03/29/2022	Yes	Mortgage Conventional home mortgage	Struggling to pay mortgage	WA 98105	Postal mail	Older American

02/02/2022	Yes	Mortgage Conventional home mortgage	Incorrect information on your report Account status incorrect	CA 90048	Referral

11/18/2021	Yes	Mortgage Conventional home mortgage	Trouble during payment process	FL 34655	Phone	Older American

09/24/2021	Yes	Mortgage Conventional home mortgage	Struggling to pay mortgage	VA 22182	Web

08/30/2021	Yes	Mortgage Conventional home mortgage	Struggling to pay mortgage	GA 30028	Phone

06/26/2021	Yes	Mortgage Conventional home mortgage	Trouble during payment process	CA 90048	Web	Older American

06/17/2021	Yes	Mortgage Conventional home mortgage	Applying for a mortgage or refinancing an existing mortgage		Phone

06/15/2021	Yes	Credit reporting, credit repair services, or other personal consumer reports Credit reporting	Incorrect information on your report Account status incorrect	CA 92130	Web

04/12/2021	Yes	Mortgage Conventional home mortgage	Struggling to pay mortgage	WA 98144	Web

03/15/2021	Yes	Mortgage Conventional home mortgage	Struggling to pay mortgage	CA 93001	Web

12/01/2020	Yes	Mortgage Conventional home mortgage	Trouble during payment process		Phone	Older American

08/25/2020	Yes	Mortgage Home equity loan or line of credit (HELOC)	Struggling to pay mortgage	AZ 85015	Web