| 12/23/2021 |
Yes |
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- Trouble during payment process
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Web |
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We purchased our house in XX/XX/2018 through XXXX XXXX loan is through Ruoff Home Mortgage. The payments have been made monthly in a timely manner except one month this year due to mail delay. Late payment was made and account was settled up.
To make it so we don't miss a payment ever my girlfriend pre-fill 's the checks and put them in stamped envelopes with the date to drop in post box on the back. The main reason is she is the one who sends them out but I pay so it makes it less delay having them ready to go. We do this with 3 vehicles and our home. The rest are paid online or automated. All of our mail goes to a po box which we check weekly depending on our schedule.
In XXXX she sent out our payment for {$770.00} check was cashed on XXXX. The next months got mailed out a little sooner and was cashed on XXXX ( written for XXXX ) also for {$770.00}. We didn't realize that there was an issue since the checks had been cashed. We received a letter in the beginning of XXXX from Ruoff stating we owed them ~ {$2500.00} for our next payment because the previous 2 check had been put towards principle payment to our surprise. Turns out our house payments had been adjusted to {$830.00} starting for XXXX, we had failed to take notice, and admit our mistake.
Once we realized the mistake we contacted them right away to ask what was going on. Ruoff says they put the payments to the principle because they CAN NOT accept partial payments to an account with our form of loan. We ask if we can pay the difference of about {$120.00} to post the 2 checks of {$770.00} as actual payments. We were informed that is not possible to do because we have a FHA loan and we had two options : either send us the money back in checks and have us resend the payments, or for us to pay the entire 2 payments again for the {$830.00} again a total of ~ {$1600.00}. We don't have the extra money to pay 2 more payments so we asked for them to mail us checks. They said we would receive the checks within a week or two once we do to call back let them know the new one is on the way and they would wave the late fees. Like it wasn't an unusual situation. So we waited ... after 2 weeks nothing came.
We called back waiting forever on hold to be told the checks were just sent out a couple days prior and we should receive them by the weeks end, so we waited... nothing.
We called back waiting on hold again to be told that they were sent out but got sent back to them due to bad address. Verifying the address They resent them again, at this time it was the end of XXXX and we waited. While waiting we decided to pull out our contract and see what it says.
Our contract states that payments to the principal CAN NOT be made if the account is not up to date on payments. Which if I read it correctly that means they shouldn't of been able to put my " partial payment '' towards principle.
So the second week of XXXX after my girlfriend has signed for 3 certified letters, we received multiple letters about foreclosure possibilities, info for a place to help us make our payments in times of hardship, and notices about how we're late but not the checks needed to be able to pay them the full amount. I talked to our Post Office they only have a few Employees and our town isn't huge, the box is a requirement for our location. There is no way to get mail at our home. They have not sent back a certified letter just because the address, they have a list to be able to find the correct box.
We called back... waited on hold ... .to be ask " Is there anyone else they can send them too, like a neighbor or your parents, looks like we've tried 3 times and they are being returned. '' At that time we informed them by reading our contract they are not following what it says and they should've rejected the checks in the first place instead of cashing them. Which caught them off guard, also complained about how difficult they are making this when all we want to do is pay the ~ {$120.00} difference and keep our house. They apologized, we were finally transferred to customer service.
The representative for customer service looked over our account, listened to us, seemed to be as confused as we were to the series of events. After a long hold she said she could cancel the checks that were to be sent and place those funds back onto our account and take a payment over the phone with routing/account info over the phone. We we're extremely excited for this because it meant that we were finally done with it. Of course we asked about the late fees and the hits I'm getting against my credit score. She said she could forgive one late fee and wasn't sure about the credit but she would put in a call back for that. We gave my girlfriends bank account information since I didn't have my handy and thank the representative. Finally hanging up our last call after hours spent trying to pay them. Or so we thought...
Five minutes later my phone is ringing its the representative calling back informing us that because the original checks are personal not certified she can not take a partial payment. So we asked what we can do. She said we could go to the bank and ask them to cancel the checks so the money will be pulled back into my account and then we can send the new one. This was at XXXX bank closed at XXXX.
We went straight to my bank XXXX in XXXX, XXXX and sat down with a manager. Close to closing and gave her a quick rundown of what has been going on, told her about canceling the checks. So she pulled up the account and the checks, then asked again what the representative said about canceling the checks. We repeated about if they were canceled then the money would be pulled back in. That led to the realization that cashed checks can't be canceled because Ruoff has already cashed them months prior. Meaning the ones being sent have been issued by Ruoff, of course. We were confused why the representative would've given us this solution, at the time we hadn't questioned the solution. Since it was late we made an appointment for the next day giving her time to talk to their Home loan manager about the situation. To see if there was a way to help us with resolving this issue. He said there was no reason for Ruoff to be handling this situation the way they are and that making a partial payment shouldnt be such a hassle. He left her the information for CFPB and told us to contact you if the problem persists.
That day we went home waiting on hold again talk got sent to a collection agent who requested to get the payment for ~ {$2500.00} we told him we needed to talk to the customer service representative we talked to the day before. First he persisted he can help us so we repeated for about the 10th time what's happened. We told him someone needs to fix the because we had received the information about CFPB and our next step was calling them because its ridiculous how we're adding up late fees and credit hits because of ~ {$120.00} that we want to pay. We waited on hold for him to look over the account for a while with him coming back saying that the check are on there way and we should have them by the XXXX. He said that he would try to reach out to the customer service representative, with no luck so we waited for the XXXX and then the weekend just to give the benefit of the doubt... nothing Monday we called back, Once again sent to collections and asked to pay the ~ {$2500.00}. We asked to talk to someone higher up because that level was unable to help us, insisting on trying we gave the rundown of what was going on again. He said he would place us on hold and be back, after about 15 mins we decided to call them on another line to try another person to get to customer service.
We told them we were on hold with another agent and needed to talk to the customer service agent we talked to the day before. He insisted he could help us so we repeated again what's going on. After having the first person on the line for almost an hour the last 40 mins of which were on hold we ended that call and focused on the new one.
He said that the check are to be sent out the 9th, which by this point we just don't believe and told him such. We have been told so many different things and are just over the whole situation. Our next step is contacted the CFPB and hoping they can help us resolve this situation. He went ahead and place and order in for the Resolution center, we made sure that he noted I work until XXXX every weekday so they would need to call after that time. He said it was noted and we would hear from them soon.
The next day he recieved a call during work hours being in a factory his was unable to answer, and the same issue the following day. They left a voicemail with a phone number to return the call so we tried it. Sent us to collection where a guy said they call at least 3 times before giving up. We never received another call and still are wanting for our checks. Today XXXX she got letters about help to pay the mortgage, how we need to call and talk to them about help, and a new one that stated do to two missing they can start the institution of the foreclosure of our home, which was certified. So currently we are trying everything to get the money to pay the 2 payments that they WILL NOT return.
Thanks for your time.
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| 11/21/2022 |
Yes |
- Mortgage
- Other type of mortgage
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Web |
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Our Dispute : Unfair, Deceptive or Abusive Acts or Practice violation One Time Closing Construction -to-Permanent Mortgage is not truly a XXXX-time close loan and caused severe financial harm to XXXX XXXX and myself.
We were forced to sell our primary residence at XXXX XXXX XXXX, XXXX, XXXX to complete the conversion of our XXXX XXXX XXXX construction to perm loan which is advertised as a One Time Close Loan. We qualified to own both homes simultaneously and purposely did not make the loan contingent upon the sale of our previous primary residence because we knew there may be delays and a shortage of short-term rental homes.
It was acceptable to keep our previous primary residence and build a new primary residence without selling the XXXX one, per Ruoff Mortgage at the time of the loan application and initial closing on XX/XX/XXXX.
We qualified for keeping our prior primary residence ( XXXX XXXX ) and our new primary residence. We subsequently sold our prior primary residence because of construction delays and the desire of the potential buyer to not wait for the unknown date of completion of our new home. We were unable to find a rental home for XXXX reasons ; we have XXXX dogs and we did not know when our new home would be completed. There were no rental options for a short term lease with XXXX dogs, although we tried repeatedly to find XXXX The construction had been delayed due to supply chain issues, so we were in a position where we were forced into buying a less expensive existing home and using it as our primary residence. We lived in this home as of XXXX and established residency at this home because we were unable to get a confirmation date for the completion of our new home. We were forced to sell this home by Ruoff Mortgage in order to complete the conversion of our One Time Close Construction Loan. We closed on the property on XXXX XXXX XXXX, XXXX on XXXX at a substantial loss in order to get it sold quickly ( in an unfavorable market ) so as to comply with Ruoff Mortgages demands. We purchased the home for {$260000.00} on XX/XX/XXXX and sold it for {$240000.00} on XX/XX/XXXX, sustaining a loss of {$25000.00} including closing costs, Realtor fees, etc.
Per RuoffXXXX XXXX XXXX I spoke with our Compliance dept. Couple of options : Sell the property on XXXX XXXX would want to see a purchase agreement and preapproval letter for the new buyer. The sale does not have to be final before the construction loan converts.
Refinance the property on XXXX XXXX XXXX XXXX XXXX XXXX
A letter from XXXX or the current servicer of this mortgage to state they are okay with you vacating the home as a non-residence of the home as of XXXX XXXX. The letter would need to be on XXXX letterhead and signed by a servicing manager. Maybe since they knew you were building, they would give you this letter. Keep me posted please.
XXXX The only viable option was to sell the home as XXXX XXXX would not give us a letter or even acknowledge our request, even though we contacted them XXXX times. Refinancing would require an additional {$46000.00} +/- and this was not a reasonable or realistic option.
There were no stipulations in our agreement for the construction to perm loan that we dont purchase another home and live in it. Ruoff Mortgage requested that we notify them of any material changes in outstanding credit obligations or employment status. My employment status did not change, our credit circumstances improved as we lowered our monthly obligations since the inception of the construction loan. We closed on our previous primary residence on XX/XX/XXXX and notified the lender on XX/XX/XXXX.
We planned to occupy our new home when it was completed. We had not broken our agreement with Ruoff Mortgage to occupy our new home as a primary residence.
The request to sell our primary residence in XXXX caused us severe financial hardship and weakened our financial stability. We had to sell it at a loss of {$25000.00} due to the downturn in home sales and increase in mortgage rates. If we refinanced the home, we would have a higher interest rate, plus have to produce an additional {$46000.00} in cash to make it work. This was not possible at the time because we had already put large sums of cash down on both homesour current residence, and the new construction home.
We should not have needed to make our XXXX home a XXXX XXXX as we qualified to have both homes and could have utilized this residence as a second home for our children and for business as it is closer to one of my companys offices in downtown Indianapolis.
We believe this is a misrepresentation of the original loan conditions as we closed on the loan before we purchased the XXXX home. It is not truly a XXXX-time close loan even though we only closed XXXX time. The program is called XXXX Time Construction-to Permanent Mortgage Lending. Ruoff was saying that they did not have to convert the loan to a permanent loan unless we complied with their unreasonable demands. The additional fees to not convert the loan were approximately an additional {$65.00} per day. We were already paying this additional fee and did not know how long we could sustain this additional financial burden.
We believe this was a way for us to be charged additional {$65.00} a day in fees because Ruoff Mortgage would not convert the loan until we sold our XXXX residence at a loss or refinanced it with substantial fees.
We also believe this was a way to encourage us to refinance with Ruoff Mortgage in order to collect additional fees, and have a higher interest rate than the one we had closed on in XXXX, XXXX.
In conclusion I believe that Ruoff has violated Unfair, Deceptive or Abusive Acts or Practices ( UDAAP ) regulations based on the following definition : An act or practice is unfair when all of the following are true : It will cause or is likely to cause substantial injury ( usually monetary ) to us, the consumers ; It can not be reasonably avoided by us, meaning it interferes with our ability to effectively make informed decisions ( we were not aware of stipulations that Ruoff would later require of us ) ; AND The resulting injury is not outweighed by benefits to us Unfair practices includes discriminatory conduct with respect to all banking products and services ( we were repeatedly advised by other lenders that they would not require us to take such steps ).
A representation, omission, act or practice is deceptive when : The representation, omission, or practice misleads or is likely to mislead the consumer ; The consumer 's interpretation of the representation, omission, or practice is reasonable under the circumstances ; AND The misleading representation, omission, or practice is material, meaning it is likely to affect a consumer 's choice or conduct regarding the product or service.
An act or practice is considered abusive if : It materially interferes with the ability of a consumer to understand a term or condition of a product or service; OR It takes unreasonable advantage of the consumer 's : Lack of understanding of the material risks, costs, or conditions of the products or service ( no condition was provided that we could not purchase another home to replace the one we sold ) ; Inability to protect his or her interests in selecting or using a consumer financial product or service; OR Reasonable reliance on a covered person ( the loan officer ) to act in his or her interest Pressuring or convincing vulnerable individuals into unfavorable terms such as offering to refinance our home for an additional {$46000.00} cash with a higher interest rate than we already had. Both of these conditions would have negatively affected our financial stability.
Thank you for your help in this matter, and your attention to our concerns, XXXX XXXX and XXXX XXXX
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| 09/23/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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Dear Sir or Madam, *1. RUOFF MTG Account XXXX Please correct this inaccurate information on my credit report. I recently pulled my credit report from your Bureau and my attorneys and I had a chance to go over my credit report and in amazement, that you have decided to report me 30 days late on this account in XX/XX/XXXX and XX/XX/XXXX.
I immediately disputed this information with RUOFF MTG and the results of the investigation came back " verified ''. Not only was I never late on this account, but according to the Fair Credit Reporting Act ( FCRA ), the information furnisher is required to notify me of the insertion of negative listings. Since I have disputed the lates with the creditor, and you obviously " verified '' them, I am very curious as to what kinds of " records '' you may have for this alleged account. I am very confident that you are in violation of the ( FCRA ) and ( FCBA ) sections ( 1666, 1666a. 1666b., and 1666c. ) as stated below : 1666. Correction of billing errors ( b ) Billing error ( 4 ) The creditor 's failure to reflect properly on a statement, a payment made by the obligor or a credit issued to the obligor. ( 5 ) A computation error or similar error of an accounting nature of the creditor on a statement. ( 6 ) Failure to transmit the statement required under section 1637 ( b ) of this title to the last address of the obligor which has been disclosed to the creditor, unless that address was furnished less than twenty days before the end of the billing cycle for which the statement is required. ( 7 ) Any other error described in regulations of the Bureau. 1666a. Regulation of credit reports ( a ) Reports by creditor on obligor 's failure to pay amount regarded as billing error After receiving a notice from an obligor as provided in section 1666 ( a ) of this title, a creditor or his agent may not directly or indirectly threaten to report to any person adversely on the obligor 's credit rating or credit standing because of the obligor 's failure to pay the amount indicated by the obligor under section 1666 ( a ) ( 2 ) of this title, and such amount may not be reported as delinquent to any third party until the creditor has met the requirements of section 1666 of this title and has allowed the obligor the same number of days ( not less than ten ) thereafter to make payment as is provided under the credit agreement with the obligor for the payment of undisputed amounts. ( b ) Reports by creditor on delinquent amounts in dispute ; notification of obligor of parties notified of delinquency If a creditor receives a further written notice from an obligor that an amount is still in dispute within the time allowed for payment under subsection ( a ) of this section, a creditor may not report to any third party that the amount of the obligor is delinquent because the obligor has failed to pay an amount which he has indicated under section 1666 ( a ) ( 2 ) of this title, unless the creditor also reports that the amount is in dispute and, at the same time, notifies the obligor of the name and address of each party to whom the creditor is reporting information concerning the delinquency. ( c ) Reports by creditor of subsequent resolution of delinquent amounts A creditor shall report any subsequent resolution of any delinquencies reported pursuant to subsection ( b ) to the parties to whom such delinquencies were initially reported. 1666b. Timing of payments ( a ) Time to make payments A creditor may not treat a payment on a credit card account under an open end consumer credit plan as late for any purpose, unless the creditor has adopted reasonable procedures designed to ensure that each periodic statement including the information required by section 1637 ( b ) of this title is mailed or delivered to the consumer not later than 21 days before the payment due date. Because I take my credit very seriously, I contacted every name and account that was listed on the report. I was again very shocked by the multiple names, account numbers and figures. Included with this letter, is every letter written to those who have hampered my ability to obtain credit. I believe that any judge that looks over the report would agree that it is a violation of both the FCRA, CCPA and FACTA. The following accounts were listed on your report and I have demanded from them a full accounting and five years worth of records to see if their accounts were in violation of the FAIR CREDIT BILLING ACT ( FCBA ). We also demanded signed contracts, agreements or any legal paperwork that would tie us to the following accounts. Under the FCRA, you are required to conduct an investigation on this account if I request it. I DEMAND to see all 100 % verifiable proof that I was indeed Verifiably late on these accounts and the creditor fulfilled its obligations under ( FCBA 1666 ( a ) ( 2 ) ), As I was never notified of a billing delinquency on my accounts, which the creditor must do under section ( FCBA1666 ( b ) ( 6 ). I DEMAND to see proof that I was mailed my statement to the correct address notifying me of both payment due date and delinquency of payment on the account. If you can not provide 100 % Verifiable proof and proper documentation that the CREDITOR fulfilled its obligations under the ( FCBA ) and ( FCRA ), I therefore demand these late payments be removed from my account or I will be forced to be in contact with the Attorney General of my State and the Consumer Financial Protection Bureau. I therefore am submitting my written request to you to conduct an investigation. Per the FCRA, you have 30 days to conduct this investigation and respond to my request. If you do not respond within this time period, per the FCRA, you must remove this negative information. Thank you for your time, : XXXX XXXX SS # : XXXX Date of Birth : XX/XX/XXXX BCC : Consumer Financial Protection Bureau XXXX XXXX XXXX XXXX XXXX, Iowa XXXX
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| 06/16/2022 |
Yes |
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- Struggling to pay mortgage
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Web |
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I purchased this home in XXXX of XXXX. Shortly thereafter COVID locked down the country and I took a 20 % pay cut. I contact Ruoff and advised them of the situation. They offered a Forbearance and I accepted. The Forbearance began XXXX of XXXX. I was actively looking for a job that would bring me back to my normal salary so I could start making my payments again. I contacted Ruoff in XXXX of XXXX explaining I had just started a new job but would need an extension of my forbearance due to having to dig out of the 20 % salary cut, I was told that the extension would be approved and to contact them again in 6 months. I lost my job XX/XX/XXXX due to COVID layoffs and called and advised Ruoff of the situation. The representative I spoke with stated that my forbearance hadnt been approved due to the rep misunderstanding my situation and coding the forbearance request incorrectly. She then submitted the forbearance and it was approved. I was able to secure a position remotely in XXXX of XXXX. That position was a $ XXXX pay cut but it allowed me to work from home so I could take care of my children. I contacted Ruoff again and advised them of the change in circumstance. The forbearance continued until XXXX of XXXX. In XXXX shortly before the forbearance ended I spoke with a gentleman at Ruoff, I explained that I was unsure if I would be able to keep up with the payments due to the job loss and the new job that I had taken. I also explained that I was actively looking for a new position which would pay me what I was making pre-COVID. The gentleman and I spoke for upwards of an hour. I was very distraught and made him aware that I did not want to lose this house. I explained everything to him from the begging of Covid until XXXX. He told me I was no longer able to move the past due or differed amount to the end of the loan and that I would have to submit a full loan modification package. I told him I wasnt sure if I would be able to make a payment from XXXX ( when the forbearance ended ) until XXXX. He told me that was fine and that the department handles the loan modifications are extremely backed up and I wouldnt receive the package until XX/XX/XXXX or XX/XX/XXXX anyway. I asked if this would put my home in jeopardy and he told me no. XXXX and XXXX roll around and still no packet. I contacted Ruoff numerous times from XXXX to XXXX always waiting on hold for an hour or more or being disconnected multiple times. Should I of called more, yes but I doubt I would of ever been able to speak to a human in less than an hour. I was also taking care of a XXXX yr old and a XXXX yr old all the while working 40 hours a week. I finally was able to get through to someone mid-march of XXXX and was told they had not gotten to my loan yet and once they did I would receive the loan modification packet. I explained I had just started a new job in XXXX of XXXX and that I was making what I was making pre-covid and asked if it was possible to fill the forms out online. I was told no and I should expect to receive them shortly. Fast forward to Late XXXX XX/XX/XXXX, I get a notice from an attorneys office with Ruoff listed as the debt collector. That was on a saturday. I call Ruoff that Monday, they stated I was in foreclosure. I explained that I called in XXXX and again in XXXX XXXX and was told that the loan modification paperwork was being mailed. She said they had no information that I had requested the loan modification nor does she show I spoke to someone in XXXX, that my home was now in foreclosure with a sale date of XX/XX/XXXX. I asked how that could be and she said I should of called them. I tried to explain the situation and all she could tell me was I am in foreclosure and that I would need to fill out the loan modification paperwork. I explained to her that I never received any mailings or contact from them other than my monthly statements, tax and insurance payout receipts. I also explained to her that I applied for HAF back in XXXX when the applications opened. I was waiting for the process to be completed since there is such a backlog there as well. She said I should of called them back or answered my phone. I asked when they called and she said numerous times. For one reason or another all Ruoffs calls are flagged as spam by my cell phone provider. This has been the case since I took the mortgage back in XXXX of XXXX. She basically told me that was not their fault. I sent an email to Ruoffs leadership team explaining all of the above and have been " working '' with a gentleman however, there is no urgency adn I have not received any answers from Ruoff as to why the ball was dropped and what the plan of action is to correct this. People are driving by my home daily, taking pictures, stopping, etc... we live on a dead end street. My children are seeing these people. It is absolutely humiliating and is causing undue stress to my family. With this being my first mortgage I didnt know any better. Now I do. I know to follow up consistently until i get what I asked for. I know to not depend on a customer service agent to do their job. I also know that due to the fault of Ruoff my home is now in foreclosure. I did file a complaint with the XXXX and was advised by XXXX to let it close out since he is working with me directly. I did just that. I received a message from them on my complaint stating they sent me numerous emails, letters and left voicemails. They did not. I had missed calls with no voicemails. I had mailings of my statements and paid escrows. I had no email communication with them whatsoever. They never did their due diligence to contact me and they never advised me of my rights as a consumer that had been implemented to protect home owners against foreclosure. They did not due their due diligence.
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| 08/24/2020 |
Yes |
- Mortgage
- Other type of mortgage
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- Applying for a mortgage or refinancing an existing mortgage
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Web |
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This is the letter I have sent to all three of the Credit Bureaus in an attempt to remove the hard inquires due to the negligent and dishonest practices of XXXX XXXX/Ruoff Mortgage.
RE : Request for Investigation of Unauthorized Credit Inquiries To whom it may concern, I checked my personal credit report, which I acquired from your organization on XX/XX/XXXX and I noticed numerous unauthorized credit inquiries had been made.
I contacted XXXX XXXX XXXX who conducted the inquiries, I requested they remove their credit inquiries from my credit profile. XXXX XXXX, the SVP Chief Lending Officer for Ruoff Mortgage, reached out to me following my report of misconduct to the XXXX XXXX XXXX. XXXX XXXX was the assigned Mortgage Loan Officer. In my attempt to purchase a home by means of a USDA loan, numerous hard inquiries were recorded on my credit report by XXXX XXXX XXXX, there should have only been one possibly two. The dates range from XX/XX/XXXX through XX/XX/XXXX. I gave my authorization for only one inquiry, dated as XX/XX/XXXX. The remaining dates were not authorized by me, nor was I aware of the issue with my credit report nor the repeated checks of my credit. I did not receive any verbal or written notification of these inquiries. My score was never reported by XXXX, because all three scores are a requirement for the USDA loan, the pre-approval letter given to the selling agent by Mr. XXXX, was fraudulent. I was given verbal/written confirmation of my pre-approval, I provided tax returns/bank statement, a credit report was pulled, I made an offer on a home that was accepted therefore the home inspection was order/repairs completed, appraisal ordered. I was only waiting on Mr. XXXX to relay the closing date. I ceased all contact with XXXX XXXX on XX/XX/XXXX, as he was too busy opening offices in XXXX to respond to my concerns, due to his lack of knowledge regarding the issue and his entire disregard in my attempt to purchase a home. He did not even reach out to officially notify/contact me the day of my loss of the house. That being said, it is not possible I authorized any of the repeated inquiries into my credit. Mr. XXXX reimbursed me for the payment I made for the home inspection as well as a {$200.00} payment to a credit repair agency, XXXX XXXX, XXXX as an attempt to make amends for the numerous, unnecessary marks on my score as well as reimbursing for other debts I acquired while attempting to purchase a home through his company. I have also notified the FTC, CFPB as well as the Indiana Attorney General.
I request that you initiate an investigation into XXXX XXXX XXXX inquiries on my credit report to determine who authorized the inquiries. The dates I did not authorize are as follows : XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX. If, once your investigation is complete, you find my allegations to be true, please remove all inquiries I did not authorize and send me an updated copy of my credit report at the address listed above.
If you find the inquiry referenced above to be valid, please send me a description of the procedures used in your investigation within 15 business days of the completion of the investigation.
Thank you for your assistance in this matter
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| 04/16/2022 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Problem with a credit reporting company's investigation into an existing problem
- Investigation took more than 30 days
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Web |
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On or about XXXX XXXX, we were written to notify us that our mortgage loan servicing was being transferred from Ruoff Mortgage ( XXXX or the Company ) to XXXX XXXX XXXX XXXX I was told by a friend that works for Ruoff that the loans were being force-sold due to an audit completed at Ruoff which required all loans be transferred so that the mortgage Company could create its own servicing platform. In the flurry of communication over the subsequent 60 days there were notifications from both Ruoff and XXXX XXXX about direction of payments, etc. In an attempt to confirm that my automatic payments would not continue to be sent to the wrong servicer, I cancelled the XXXX payment believing that XXXX was the first month that was to be directed to XXXX XXXX XXXX However, the communication apparently stated that the loan was being transferred on XX/XX/XXXX and that the next payment ( XXXX ) would go to the new bank. I did note that in the plethora of communication from XXXX there was clear direction that any payment issues/errors during the transition and for a 60-day window thereafter would be forgiven during the process. As soon as I received notification from XXXX at the end of XXXX about the missed payment, I made both payments ( XXXX & XXXX ) for a total {$4300.00} which was initiated through my bank ACH platform and delivered to XXXX on XX/XX/XXXX. However, the previous servicer, XXXXRuoff, did not ever technically receive the XXXX payment and therefore put a 30-day late pay notification on my credit report. I have since spoken to my contact at Ruoff who mentioned that he had heard of a number of complaints from family and friends who had various payment/transfer issues and some that were still outstanding months after the transition. I believe this was part of a broader problem caused solely by XXXXRuoff selling the servicing of these loans as I have had no payment issues with Ruoff since the loan was opened on XX/XX/XXXX. Additionally, I have owned a home since XX/XX/XXXX and have never had a late payment at any point. Its worth noting that in nearly 18 years owning homes, I can not recall having had a mortgage loan servicer change any other time.
I have no record of communication from Ruoff/XXXX either in written form or voicemails from XXXX XXXX attempting to report or resolve the payment issue. In todays era of spam marketing calls, any financial institution looking to take negative credit action against a Borrower should be required to provide at least a voicemail indicating the need for a call back. I do not know if they attempted to contact me as there were no voicemails, but the volume of phishing/spam calls necessitates that I only return calls from Unknown numbers in the event they leave a detailed message legitimizing the need to return a call. The late payment was simply a mistake resulting solely from the sale of the mortgage servicing as I have had no payment issues and was able to resolve the problem immediately upon notification from the ( new ) mortgage servicer.
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| 04/30/2020 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Beginning XX/XX/XXXX I received a letter from Ruoff Mortgage stating their records showed I had no insurance on my property. I called informing them that my insurance company changed 3 days after loan closed XX/XX/XXXX. Gave them the updated company name, phone number and policy number. Late the following month, XX/XX/XXXX, my insurance company contacted me stating Ruoff hadn't paid, from my escrow account, my insurance premium yet and that my policy would expire XX/XX/XXXX. I called Ruoff and they said they didn't have my insurance company, XXXX, on my account and therefore couldn't them. Again, like the previous month, I gave all of my insurance information to Ruoff so they could correct their record on my account and pay my insurance premium. A couple of weeks pass and my insurance company calls to say no payment has been received, and my policy would expire in a week. At that point, afraid my policy might expire before Ruoff would finally straighten their records out, I paid directly to XXXX to keep sure my policy wouldn't expire -- XXXX said they'd refund me once Ruoff finally pays them -- I made that payment to XXXX on XX/XX/XXXX. On XX/XX/XXXX XXXX finally paid my insurance premium to XXXX out of my escrow -- happy day, right? No, although Ruoff paid my insurance to XXXX on XX/XX/XXXX, they then purchased a policy in the amount of {$1300.00} on XX/XX/XXXX. Why? Because they said I had no insurance. They've added an increase in my payment to " repay '' them for this {$1300.00} policy. I've called multiple times over the last 2 months trying to correct this, their mistake. My insurance company has emailed them all of my information 2 times over the last month, as have I twice, and faxed them the insurance policy 2 times as well. I even received an email back, once, from Ruoff acknowledging they received my insurance, but they're yet to refund the {$1300.00} and re-adjust my monthly payment accordingly. Over the last 4 weeks I've spoken with 3 Ruoff associates, and 2 managers by the name of XXXX -- each time they say the don't have my XXXX insurance policy and act as if it's my first time calling about the situation. When I spoke with the Ruoff manager, XXXX, last time I asked how could they not have my XXXX insurance on file, then how did they pay XXXX my premium on XX/XX/XXXX? And by paying XXXX on XX/XX/XXXX for my inurance why would they then pay {$1300.00} for that other policy 47 days later on XX/XX/XXXX? It makes absolute no sense? Now I'm XXXX XXXX from my job due to COVID-19 and although I can pay my house payment, the extra added amount to " pay back '' that {$1300.00}, which is their mistake, is very difficult. This needs corrected, it's wrong and it's their mistake that will not fix
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| 08/07/2015 |
Yes |
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- Application, originator, mortgage broker
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Web |
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Told clear to close would be signed off next morning, closing Friday XX/XX/XXXX, closing set, then loan denied abruptly. No further communication. We received a pre-approval in XX/XX/XXXX by company system, turned in all documentation to them. As with every mortgage process knew additional documentation would be required. It was a tough journey, ( we were asked for additional items by underwriter such as son 's marriage certificate, copy of wedding invitation, my college transcripts and additional XXXX for reserve funds to be wired to title company, and were treated as though we were criminals and lying about original documentation turned in. They finally said they received all they needed and took many days/weeks to go over everything with a fine tooth comb as expected for circumstances involved. After much stress and financial burden as we were not able to touch our checking account due to funds always being verified for closing, finally told on XX/XX/XXXX by upper management not to worry, loan would get closed by end of week. Scheduled day off from work. On XX/XX/XXXX called and told the loan was being manually approved and signed off on and we would be closing the next day. Confirmed again morning of XX/XX/XXXX would try and get closed that afternoon but would probably be Monday XX/XX/XXXX. At XXXX received call from realtor that they had fired our loan officer, he was told not have further contact with us and manager would take over loan. We were never told any of this by Ruoff Home Mortgage. Obviously, XXXX was at fault or why would they fire the loan officer who was the only person of integrity over there and tell him not to have further contact. After calls to several upper management and President of company, none of which were returned, finally reached Manager of branch who rudely and abruptly informed me loan was dead. No contact since. On website that they told us to follow closely our loan showed clear to close. Checked again XX/XX/XXXX and loan still showed Initial Underwriting Approval. Still no contact from anyone at Ruoff. On Monday following week received call with completely different explanation why loan did n't close due to us having moved into property per seller agreement due to our home being rented. This was an extremely stressful rollercoaster situation for ourselves and children, we lost money from ending our lease early, as well as having to account for everything that went in and out of our checking account, obtaining insurance, etc. We have supporting website documentation as well as an email forwarded to us.
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| 07/28/2020 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
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- Improper use of your report
- Credit inquiries on your report that you don't recognize
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Web |
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XX/XX/XXXX, XXXX est I'm trying to refi my mortgage. I am filling out the online app for RUOFF mortgage company. Their site uses a third party software called " XXXX XXXX '' that walks me through certain steps. ( sort of like a tax program ). I am nearly finished with the application and notice that my credit report has already been added and is viewable at the bottom of my form. I open the file and see a couple of things on my credit report that I have questions about. Just above my excellent credit score is a phone number to XXXX. I call that number. XXXX. An XXXX woman answers and asks me for my name, phone, address, city, state and zip. She asked me to say AND SPELL all of my information for her recording so she can be sure to keep my information " safe, '' and to send me to the next person to answer my questions. She then thanks me and says that the next person is the manager. She transfers me. He is also XXXX and very hard to understand. He confirms my information and says he's going to read the legal information to me so I know I'm protected and to please NOT interrupt him. He starts talking sooooo fast that I can not understand a word he is saying. He says, it's ok, he's going to send a followup email with this information. I ask when I can ask my questions -he says " in a moment, that because of safety, I need to give you a verification number right after I'm finished and when you say, verify, I'll answer. '' I started getting upset with him and asked him who he was. He did not answer. He said, verify -I wouldn't, so he did and immediately an ad is played where I am asked to purchase vitamins. He comes back on and I say, why would you play me an ad about vitamins when I have questions about my credit. He says because you might like them. I say NO, and ask him who he is working for. He hangs up with a chuckle at the end and says, call this number for your credit questions : XXXX. I did not call that number, I called my credit card company immediately and they had already flagged a charge. I'm very concerned that they have other information about me and not sure where to go next with this important information. My credit card company is going to send an ID theft kit. Also, just a reminder -This number is off of my refinance loan application credit report on Ruoff Mortgage 's application site. XXXX. People need to know this. Ive attached a screenshot. Thank you for any help you might offer.
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| 03/08/2023 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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Web |
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I was on a repayment plan with Ruoff Mortgage. Repayment plan started XX/XX/XXXX and ended XX/XX/XXXX payments were in the amount of {$1000.00} each month. Each payment cleared our bank account : XX/XX/XXXX payment clear date XX/XX/XXXX, XX/XX/XXXX payment clear date XX/XX/XXXX, XX/XX/XXXX payment clear date XX/XX/XXXX, XX/XX/XXXX payment clear date XX/XX/XXXX, XX/XX/XXXX payment clear date XX/XX/XXXX, XX/XX/XXXX payment clear date XX/XX/XXXX. At this point all repayments are made. I then received a letter dated XX/XX/XXXX stating my loan is delinquent. On XX/XX/XXXX I called XXXX XXXX XXXX was informed my account was 2 months behind. XXXX XXXX I sent an email to XXXX my loan officer asking for help, I included my payment history and proof from bank. This request was forwarded to Ruoffs Service Loan Care Department, I spoke with XXXX at XXXX XXXX XXXX he tried to assist me for almost 6 weeks. He also was unable to obtain assistance from Ruoff Service center - XXXX. XXXX XXXX XXXX. XX/XX/XXXX I called XXXX spoke with XXXX he agreed payments had been made after review of my documentation. He was sending emails to the department that completed my repayment plan and to payment repayment review. I was to receive a follow up call XX/XX/XXXX. As of XX/XX/XXXX I had not received a return call. I have called XX/XX/XXXX spoke with employee # XXXX verified payments made but no changes to account and no new notes on file. XX/XX/XXXX I called spoke with XXXX XXXX no new updates on account. XX/XX/XXXX spoke with XXXX XXXX no new notes on account.
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| 08/04/2021 |
Yes |
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- Trouble during payment process
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Web |
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Ruoff Mortgage company has failed to apply my Homestead exemption applied to my mortgage since XX/XX/2021 until today. I received an 'escrow projection analysis 'with an letter of increase in my XXXX payment going forth from {$630.00} to {$720.00}. This 'escrow analysis ' stated an ' shortage ' of {$490.00} being outstanding to be paid based on a guess. To my understanding information provided by Ruoff, I had an increase of {$0.00} for my homeowners insurance and another increase of {$1.00} for something else for 2021. I submitted my Homestead exemption of 60 % to Ruoff once it was approved by Indiana Assessors office in XXXX of 2021. Ruoff has neglected to update and apply Homestead exemption, by extending ' work order dates ' to apply and correct. I have been given 3 different dates to apply since XXXX of 2021. Today I found out through Ruoff customer service that ' Homestead exemption was applied on XXXX XXXX, however a step was skipped in running current ' tax line ' to apply exemption correctly. Ruoff customer service rep, today opened another ' work order ' to have tax line properly ran to apply Homestead exemption. I was given a date at the end of XXXX to call Ruoff back to update me on the work order, being properly applied.
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| 04/27/2022 |
Yes |
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- Incorrect information on your report
- Account status incorrect
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Web |
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In XXXX of XXXX, due to loss of employment and income I requested forbearance under the Cares act due to the loss of income. As of XXXX of XXXX I was out of forebearance & per the cares act the lender placed the forebearance amount at the end of my mortgage or or when it is paid off. I have been current on all payments since exicting the forebearance plan under the cares out, however, I recently pulled a credit report and was surprised when I see that Ruoff Mortgage had added comments to this tradeline with the the credit agencies that the loan was modified and the modification occured under a non-governemnt plan. The loan in question is an FHA loan, the forebearance occured and terms were modified under the Cares act per the representatives I had spoke to at Ruoff I had met the terms and requirements under the cares act. Since learning of this I have reached our to Ruoff in an attempted to get clarity and retify the in accurate reporting, however, my attemps have been unsuccessful because I am either placed on hold for an extended amount of time or transferred through numerous representatives that failed to be able to provide me with any accurate information.
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| 09/19/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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Web |
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XX/XX/XXXX purchased a home with ruoff mortgage threw XXXX XXXX XXXX of XXXX XXXX indiana XXXX as in doing so was not explained about taking over a indebtness of XXXX and later told bye XXXX XXXX title company in XXXX XXXX indiana XXXX that ipurchased the house for XXXX and my loan was for XXXX so my question is where the rest of the cash and then also never got a updated property survay as stated in the loan XXXX dollers a day that not placed in my hand still hasent bee and company XXXX XXXX XXXX of XXXX XXXX indiana stated that i need to get the land resurveyed since it hasent been since XXXX and they didnt know who and what land has been purchased. Also my concerns is ease ments of the property that have been covered but not listed as utlity having encumbrance to exsisting alley that is covered and much more then freedom mortgage purchased my loan from ruoff right away and there so much wrong with it and has taken toll on my life time and job and family and more looking for the most help i can get and for all the struggle emotionally and more for all this has created.
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| 02/05/2021 |
Yes |
- Mortgage
- Other type of mortgage
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- Trouble during payment process
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|
Web |
Older American |
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This is a continuation of CFPB closed # XXXX.
As you can clearly see by the evidence presented ( the threatening letter from Rouff Mortgage and page showing my automatic payments made ) I am NOT behind in payments nor do I have any evidence that any were late.
Auto pay is set up to take the payment out on XXXX of each month to by the XXXX of the next month to always be on time. This is an electronic payment, not mail which might be lost!
This is nothing short of harrassment to get another extra payment and I am NOT playing that game again! I never received the letter last time but paid that one regardless to be done with it since a corporation can produce anything they want to from a computer but an unsuspecting consumer can not prove they never received it! Refreshing your memory when I phoned the XXXX XXXX office to verify the XXXX due date, they said " first payment due '' in XXXX is correct and proved my point.
I am tired of this harrassment. Either XXXX is making an effort to get more free profit, or they can't adequately run their own business.
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| 07/13/2018 |
Yes |
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- Applying for a mortgage or refinancing an existing mortgage
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|
Web |
Servicemember |
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In XX/XX/XXXX Ruoff Mortgage company denied my conventional loan which forced me to get an FHA loan. The reasoning they gave me for denying the conventional loan was a Sheriff sale on a previous home in my name. This is false. I have made many requests to obtain the information used to deny my loan from Ruoff Mortgage Co. so I can persue corrective action. Ruoff Mortgage Co. Refuses to send me any information they used to deny my loan. The FHA mortgage cost me a considerable amount of extra costs and monthly fees.
I closed on the FHA loan on Friday XX/XX/XXXX. On Monday XX/XX/XXXX I attempted to make the first years interest payment to Ruoff Mortgage Co over the phone and they refused to accept the payment stating that " it will make it impossible to sell your loan if the buyer sees that you want to make large payments. ''
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| 12/22/2021 |
Yes |
- Mortgage
- Conventional home mortgage
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- Trouble during payment process
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Web |
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Runoff mortgage doesn't seem to want to pay for insurance on my house even though they are supposed to. I contacted them before closing and after stating the insurance policy hadn't been paid. They tell me they will take care of it, now months later I receive a cancellation notice from the insurance company stating it will be cancelled on XX/XX/XXXX. I called the company yesterday and they said they would take care of it. I filed an online complaint with them last night and still haven't received any update on getting the policy paid for. They did collect the money at closing, so they have been sitting on my XXXX dollars and using it for their own purposes and not mine.
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| 10/11/2016 |
No |
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- Loan servicing, payments, escrow account
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Web |
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During a Chapter XXXX XXXX Mortgage company reported me late repeatedly when I paid the Chapter XXXX Trustee every month on time. I am now trying to refinance my loan because Ruoff has raised my monthly payments that we agreed at the time of signing from {$700.00} to second year to {$760.00} and now they have raised my payments to {$820.00}. This loan needs to be looked at as to why they will not remove the late payments and why they say I owe them so much money when I do not.
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| 01/04/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
|
|
Web |
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We were not provided our closing cost until 24 hours from closing.
Our loan officer did not inform us that our mortgage payment would be more we didnt find out until closing.
Our loan officer told me in writing that my fiancee could be added to deed at closing we didnt find out that she could not be added until after we closed.
Our interest rate was changed We were provided 4 different final amounts Our mortgage payment was changed from {$840.00} per month to XXXX
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| 07/31/2020 |
Yes |
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|
Web |
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I have requested several times by email to XXXX XXXX and phone with XXXX XXXX that the FHA case and appraisal is cancelled for XXXX XXXX ; XXXX, MI. The lender has failed to submit the cancellation form to HUD or provide me confirmation that my request has been submitted. I have no intention on working with this RUOFF Mortgage or using any appraisal that they got as it pertains to the loan application and I just want my case / application cancelled at my request.
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| 04/14/2021 |
Yes |
- Mortgage
- Other type of mortgage
|
|
|
Web |
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A detailed description is attached but basically Ruoff Mortgage sent me a pre-approval letter for a product they didnt have, but didnt tell me until after I accepted a counter-offer on a house. This physicians loan is advertised extensively on their website but they later told me they dont have that product but only after I was under contract to close in 35 days. Thats fraud and predatory lending.
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| 01/30/2017 |
Yes |
- Mortgage
- Conventional fixed mortgage
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- Loan servicing, payments, escrow account
|
|
Web |
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I was never notified from ruoff my lender that my loan had been sold to XXXX. My payments were returned after I received a letter my mortgage payment was late with a new company I 've never heard of. I 'm furious they also ca n't etc up biweekly payments for another eek or so
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| 11/13/2017 |
Yes |
- Debt collection
- Mortgage debt
|
- Attempts to collect debt not owed
- Debt was result of identity theft
|
|
Web |
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BETWEEN XXXX XXXX OJ XX/XX/XXXXXX/XX/XXXX, XXXX XXXX XXXX WAS HACKED AFTER APPYING FOR A HOME MORTGAGE. ALSO GOT CAALS AND E-MAIL FROM FRAUDULENT SCAMM 'S ( SEE ATTACHED.
THIS ALL HAPPENED WITH XXXX CREDIT PROFILE
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| 08/02/2023 |
Yes |
- Credit reporting, credit repair services, or other personal consumer reports
- Credit reporting
|
- Incorrect information on your report
- Information belongs to someone else
|
|
Web |
|
|
|
| 01/19/2023 |
Yes |
- Mortgage
- Other type of mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
|
| 08/18/2022 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
|
|
|
| 05/31/2022 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Improper use of your report
- Credit inquiries on your report that you don't recognize
|
|
Referral |
|
|
|
| 06/21/2021 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Referral |
|
|
|
| 05/14/2021 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Phone |
Servicemember |
|
|
| 11/02/2020 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
|
| 10/20/2020 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
|
| 10/20/2020 |
Yes |
- Mortgage
- Conventional home mortgage
|
- Trouble during payment process
|
|
Fax |
Older American |
|
|
| 05/07/2020 |
Yes |
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Web |
Servicemember |
|
|
| 08/08/2017 |
Yes |
- Mortgage
- Reverse mortgage
|
- Applying for a mortgage or refinancing an existing mortgage
|
|
Referral |
|
|
|
| 07/26/2016 |
Yes |
|
- Application, originator, mortgage broker
|
|
Referral |
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