Consumer complaint received 2025-10-15 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: GUARANTEED RATE INC.
State: NY

Complaint narrative:
I am a permanently XXXX combat veteran whose VA-backed mortgage ( Loan ID XXXX ) is serviced by Guaranteed Rate Inc. / XXXX. I live entirely on XXXX income and operate under an established XXXX accommodation requiring email acknowledgment before any call. 

This is my third complaintthe first ( # XXXX, closed XX/XX/year> ) was accepted under the pretense of tax adjustments being the cause of payment increases, yet ignored the documented escrow mismanagement and flood-insurance duplication. The second complaint ( # XXXX, closed XX/XX/year> ) presented new XXXX evidence, yet was marked duplicate without reason or attached analysis. 

Since XXXX, my follow-ups to the Ombudsman have gone unanswered. That is fine. Each silence becomes part of the record preserved under my Accountability Protocol, a structure built not to punish, but to protect truth. 

Summary of Facts : On XX/XX/year>, the servicer paid {$2000.00} for my flood-insurance renewal ( XXXX XXXX ). Their own representative confirmed by email that the binder was received and approved. 
Despite that, the company continued to send reminder letters threatening force-placement. 
On XX/XX/year>, the servicer issued a second payment of {$2300.00} for the same coverage a duplicate transaction after acknowledgment of the valid binder. 
The XX/XX/year> Escrow Analysis also ignored my approved XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX. Guaranteed Rate acknowledged and received the exemption information through its representative and still failed to pull the updated county projection or recalculate escrow correctly. 

On XX/XX/year>, Guaranteed Rate submitted a XXXX response to federal authorities claiming I never requested an XXXX accommodation XXXX Yet the companys own communication log, internal correspondence, and HUD XXXX XXXX. XXXX confirm that I did explicitly requesting email before call after disclosing XXXX and medical conditions. Their denial conflicts with their own documented contact trail. 

I attach only that XXXX response here, so the Bureau can see what was previously withheld. All other documentation already exists within HUDs case file and the servicers internal records. They can produce them ; I expect that they will not. But in this case, omission becomes evidence. 

This submission is not expectation ; it is preservation. If this complaint is closed again as a duplicate, it will simply join the others as exhibits in my federal record examples of how oversight fails those it was built to protect. 

I served this country in uniform, and later within the XXXX XXXX XXXXXXXX and XXXX XXXX XXXX. I know what duty means. Every agency that has dropped the ball including this XXXX will XXXX day answer, in full and under oath. 

I am a man of faith and honor. My endurance does not come from policy or procedure ; it comes from XXXX. His word in XXXX XXXX reminds me that His plans for me are good, filled with restoration and hope. When I call upon Him, He listens. When I seek Him with all my heart, He allows Himself to be found. Even in exile or loss, He gathers what was scattered and restores what was broken. These verses tell me that mercy is constant, grace is sufficient, and no injustice can outlast divine order. 

Through that truth, I have learned patience in chaos and strength in silence. The military taught me to watch, stay quiet, and document, but my spirit moves only by Gods will. Each day I ask Him to let me hear His burdens the same way He bears mine. I do not act from emotion ; I act from obedience. Every filing including this one exists because He willed it. 

Violations : RESPA 2605 ( k ) ( 1 ) ( C ), 2609 ( a ) FDCPA 1692d, 1692e ( 2 ) ( A ) ADA Title III ; FHA 804 ( f ) ( 3 ) ( B ), 3617

Company response to consumer: Closed with explanation