Consumer complaint received 2023-04-28 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — 
Company: DHI Mortgage Company
State: UT

Complaint narrative:
XX/XX/2023 To Whom It May Concern, I have recently become very concerned about my financial privacy. The company XXXX and DHI Mortgage have been either unable or unwilling to answer my questions. Representatives at both companies have directly informed me that they are not aware of how to solve the situation, and continuously direct me to each other. I believe one or both of these companies are in violation of the The Gramm-Leach-Bliley Act ( the GLBA ), and I would like their individual compliance departments to determine if this is indeed the case. I would also like to know if there are any other privacy violations that may have occurred which are in conflict with different laws that they are required to follow. 


In the beginning of XXXX, 2023, my husband and I applied and were approved for a mortgage through DHI Mortgage. During this process, DHI Mortgage utilized the company XXXX. XXXX prompted me and my husband to provide private identifying information, as well as access to our online banking information to assist the approval process. We both provided our banking usernames and passwords to XXXX. Due to a setting on my online banking portal, I am alerted every time there is access to my private financial information using my banking username and password. Once I provided this information to XXXX, I received upwards of two alerts per day, notifying me that my account was being accessed. As I had voluntarily provided this information to XXXX and DHI Mortgage, I disregarded these alerts at the time. 


We were approved for our mortgage and closed on XX/XX/2023. We have moved into our house, and we have already begun making mortgage payments. As of todays writing, I am still receiving alerts that my online bank account is being accessed multiple times a day. I can confirm the access is not my personal use. It is a third party. The pattern of access has remained consistent from when I first provided my online bank account information to XXXX and DHI Mortgage. On average, my private financial information is accessed upwards of twice a day and in off hours, such as XXXX XXXX. This has led me to assume that XXXX software is still accessing my bank account on a daily basis. Both companies have assured me that they should no longer be collecting financial information on me ; however, I have not received any written or verbal instruction on my responsibility to limit their access. 


If it is my responsibility to change a password or remove my authorization, I have not received a notification or an indication to do so. This is a major privacy violation, as both companies may be continuing to collect and store private financial information on consumers without their knowledge or continued consent. While I consented to XXXX accessing my bank account during the application and approval process, I did not know I was consenting to a lifelong monitoring of my private financial information. I do not know where this information is going or how it is being stored. However, I am stating my revocation of my authorization of my online bank account portal details for XXXX and/or DHI Mortgage in this complaint. Their continued access to my financial information is no longer permitted. 


I expect a prompt reply to these concerns from XXXX and DHI Mortgage. I also feel obligated to inform the CFPB of these practices, and that both the companies are either ignorant to privacy laws, or simply unwilling to follow up or inform me of the proper routes to take. 


I look forward to hearing back from both DHI Mortgage and XXXX. 


Thank you, XXXX XXXX

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