Consumer complaint received 2026-03-11 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Payment process
Company: Mortgage Research Center, LLC
State: MD

Complaint narrative:
Company : XXXX XXXX XXXX XXXX Product : Mortgage Issue : Incorrect account information, inability to make payments, servicing errors, and failure to provide accurate or accessible payment methods. -- - What happened I am filing this complaint because XXXX XXXX ( XXXX ) has repeatedly provided inaccurate and conflicting information about my mortgage balance, blocked my ability to make payments, and failed to maintain accurate loan records during and after my bankruptcy process. When I logged into my mortgage account, the balance displayed was {$6500.00}. However, a XXXX representative previously told me the balance was {$1800.00}, which is a significant discrepancy. XXXX also appears to be applying {$2100.00} for XXXX, XXXX, and XXXX, but has not provided clear or accurate accounting to explain these amounts. Despite attempting to make payments, I have been locked out of my online account, and both the previous loan number and the updated loan number were rejected as invalid when I attempted to pay via money order at XXXX. This means XXXX is claiming I owe a balance while simultaneously blocking every available method to pay. This is my first bankruptcy, and I relied on the servicer to provide accurate information. My attorney informed me that access would be restricted immediately after filing, but XXXX did not restrict access until shortly before submitting their claim, which created confusion and prevented timely payments. -- - Why this is a problem XXXX XXXX actions appear to violate federal mortgage servicing rules, including : Failure to maintain accurate account information Failure to provide a functional method to make payments Providing conflicting and misleading balance information Potential RESPA servicing errors Failure to respond adequately to borrower inquiries Creating conditions where the borrower is blamed for nonpayment despite being prevented from paying These issues have caused financial harm, increased arrears, and created unnecessary risk during an already sensitive bankruptcy process. -- - What I have tried to resolve I have : Attempted to pay online ( system blocked me ) Attempted to pay via money order ( loan numbers marked invalid ) Contacted XXXX representatives Contacted my bankruptcy attorney Attempted to verify payment options multiple times Despite these efforts, XXXX has not corrected the errors or provided a working payment method. -- - What I want the CFPB to do I am requesting that the CFPB require XXXX XXXX to : 1. Provide a complete and accurate accounting of my mortgage balance. 2. Explain the conflicting balance information ( {$6500.00} vs. {$1800.00} ). 3. Correct any servicing errors related to payment application or account access. 4. Restore functional access to payment methods ( online and money order ). 5. Confirm that no negative credit reporting or additional fees will be assessed for periods when XXXX prevented me from paying. 6. Provide written confirmation of all corrections made. 7. Provide an alternative method to restore account and void foreclosure process -- - Impact on me Because of XXXX errors, I have : Been unable to make payments despite multiple attempts Received conflicting and unreliable information Experienced increased XXXX during bankruptcy Potentially accrued additional arrears through no fault of my own Lost confidence in the accuracy of XXXX servicing practices sent notice to intent to foreclose

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation