Consumer complaint received 2025-08-29 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Trying to communicate with the company to fix an issue with the loan closing
Company: Northern Lakes Mortgage LLC
State: FL

Complaint narrative:
Subject : Urgent Complaint Mortgage Fraud, Misrepresentation, Elder Financial Abuse Northern Lakes Mortgage / XXXX XXXX XXXX To Whom It May Concern, I am urgently reporting a case of mortgage fraud, misrepresentation, and elder financial abuse involving XXXX XXXX XXXX of Northern Lakes Mortgage ( NMLS XXXX | XXXX ). My late husband and I trusted XXXX XXXX when he offered to help us refinance our home, assuring us that the funds could be used for important purposes such as medical expenses and home improvements. This intent was clearly stated in the Tangible Net Benefit Worksheet that we signed. Instead, the loan was turned into a debt consolidation without our agreement, and nearly all of the checks were issued directly to my childrens student loans and certain credit cards. I never authorized this. 

I trusted XXXX XXXX during the process, but his actions show that his only intention was to have us sign the loan and then disappear. His phone is no longer working, the company appears to be closed, and he has abandoned us with unresolved funds. This is not just misleadingit is fraud, exploitation, and elder abuse. He also communicated with me via text messages, and in one of them he clearly stated that if I did not want the check assigned to pending balances, he could reissue the check directly to me. These messages were sent in XXXX using text translation, reflecting that he was aware of our primary language and nevertheless ignored our explicit instructions. This demonstrates that he knowingly misrepresented the process and failed to follow through on his commitment. 

On XX/XX/XXXX, I emailed XXXX XXXX about the misapplied student loan disbursements. He reissued XXXX checks and sent me confirmation. 

On XX/XX/XXXX, I contacted him again regarding the remaining student loans and a credit card check that was issued for hundreds of thousands of dollars when the true balance was only XXXX XXXX. He reissued that credit card check but once again ignored the student loans, even after I provided proof that they were deferred since my daughter, the primary borrower, was still enrolled in school. 

On XX/XX/XXXX, I followed up again, and XXXX XXXX looped in XXXX XXXX, Senior Operations XXXX at XXXX, who instructed him to escalate the matter to XXXX XXXX XXXX  ( XXXX ) for reissuance of the outstanding checks. 

On XX/XX/XXXX, I asked for an update but received no response. On XX/XX/XXXX, I emailed again. On XX/XX/XXXX, XXXX XXXX emailed asking if XXXX had been escalated, and XXXX responded that he would follow up. 

On XX/XX/XXXX, I emailed again for an update. XXXX XXXX replied the same day, stating he was still waiting for XXXX approval. He then claimed that paying the student loans was a condition of the loan, even though the Tangible Net Benefit Worksheet we signed clearly stated the purpose of the loan was for medical expenses and home improvements. 

As of today, XX/XX/XXXX, XXXX checks remain unassigned and outstanding, leaving me without the funds we needed. This is devastating. My husband passed away last week, and part of these funds were meant to help with his care and are now urgently needed for funeral expenses. We are elderly, and XXXX is our first language. XXXX XXXX knowingly took advantage of our trust and our limited understanding of these complex transactions, leaving us vulnerable and financially distressed. 

I am asking the Consumer Financial Protection Bureau to take immediate action and investigate this matter as fraud, misrepresentation, and elder financial abuse. This case has gone on for far too long without resolution, and I urgently request that the remaining funds be reissued properly and that accountability measures be taken against XXXX XXXX and Northern Lakes Mortgage. 

Sincerely, XXXX XXXX XXXX XXXX # : XXXX XXXX XXXX

Company response to consumer: Untimely response