Consumer complaint received 2026-01-26 00:00:00
Product: Mortgage — Home equity loan or line of credit (HELOC)
Issue: Problem with a company's investigation into an existing problem — Was not notified of investigation status or results
Company: LAND HOME FINANCIAL SERVICES
State: VA

Complaint narrative:
COMPLAINT SUMMARY Subject : One Year of RESPA and FDCPA Violations- Failure to Validate Debt and Respond Loan / Account No. : XXXX Consumer : XXXX XXXX XXXX Complained Of : Land Home Financial Services , Inc . 
Scope of Complaint : Debt collection and debt validation Date : XX/XX/XXXXXXXX  I. Executive Summary This complaint documents nearly one year of continuous violations of the Real Estate Settlement Procedures Act ( RESPA ), 12 U.S.C. 2605, and the Fair Debt Collection Practices Act ( FDCPA ), 15 U.S.C. 1692 et seq., by Land Home Financial Services , Inc . 

From XX/XX/XXXXXXXX  through XX/XX/XXXX, Land Home - acting as loan servicer and debt collector - failed to acknowledge, investigate, or substantively respond to repeated Qualified Written Requests ( QWRs ), Requests for Information ( RFIs ), Notices of Error, and FDCPA debt validation requests, while continuing to treat the alleged mortgage debt as valid and collectible. 

Land Homes conduct demonstrates a systemic refusal to authenticate the debt, perform due diligence regarding loan transfers over the past approximately 15 years, or provide records from its own systems of record as required by federal law. 

II. Background of the Alleged Debt The alleged mortgage loan became inactive no later than XXXX. 
The consumer received a 1099-C ( Cancellation of Debt ) from a prior servicer and reported it to the IRS. 
No mortgage statements, billing notices, or servicing communications were received for approximately fifteen ( 15 ) years. 
In late XXXX / XXXX XXXX, Land Home initiated collection and foreclosure activity without first validating the debt or providing historical documentation. 

XXXX. Chronology of Events and Exhaustive Consumer Efforts XX/XX/XXXXXXXX  - Initial RESPA QWR & FDCPA Debt Validation The consumer submitted a written Qualified Written Request, Request for Information, Notice of Error, and FDCPA debt validation request, disputing the debt in its entirety and requesting : Servicing notes and transaction histories Ownership and transfer history Interest and fee calculations Invoices for foreclosure-related charges Explanation of retroactive interest and fees Confirmation of whether the debt had been canceled The letter explicitly requested that collection and foreclosure cease pending investigation. 
Result : No acknowledgment. No response. No documents. 

XXXX XXXX   - Follow-Ups and Escalation The consumer sent follow-up correspondence and made repeated calls noting : No acknowledgment of receipt No compliance-level escalation Customer service unable or unwilling to confirm receipt of requests Deadlines were clearly stated and reasonable. 
Result : No substantive response. No validation. No investigation. 

Throughout XXXX  - Continued Collection Without Validation Despite an active dispute : Land Home continued collection activity. 
Interest, fees, and foreclosure-related charges were assessed. 
No monthly statements or historical accounting were provided. 
No documentation establishing enforceability or legitimacy of the debt was produced. 

XX/XX/XXXXXXXX  Compliance Demand The consumer notified Land Home that the lack of required disclosures and responses was causing procedural prejudice, reiterating that federal law requires the servicer and debt collector to provide disclosures and records. 

Result : No compliant response. 

XX/XX/XXXXXXXX  - Final Notice of RESPA & FDCPA Violations The consumer issued a final, time-sensitive notice, documenting : Nearly one year of unanswered QWRs and debt validation requests Continued collection during an unresolved dispute Failure to provide compliance-level oversight A 15-business-day deadline was provided. 

XX/XX/XXXX- First Acknowledgment ( After XXXX Year ) Land Home acknowledged receipt of requests for the first time but stated that the inquiries were being forwarded elsewhere. No records, validation, or substantive responses were provided. 

XX/XX/XXXXXXXX  - Formal Rejection of Land Homes Response The consumer formally rejected Land Homes XX/XX/XXXX response, clarifying critical legal errors : The original requests date back to XX/XX/XXXX, not XX/XX/XXXX. 
Land Home, as servicer and debt collector, bears full statutory responsibility for compliance.

RESPA and FDCPA do not permit a servicer to defer or shift obligations to another entity. 
Regulation X requires servicers to maintain policies, procedures, and systems of record capable of producing accurate billing, interest, fee, and default data. 
Forwarding a request to a third party does not toll, reset, or satisfy RESPA or FDCPA deadlines. 
If Land Home lacks required data in its own systems, that deficiency itself constitutes a compliance failure.

The consumer reaffirmed that the XX/XX/XXXX deadline remained in effect and demanded a complete production directly from Land Homes systems of record. 

IV. RESPA Violations ( 12 U.S.C. 2605 ; Regulation X ) Land Home Financial Services violated RESPA by : 1. Failing to acknowledge QWRs and Notices of Error within statutory timeframes.

2. Failing to conduct reasonable investigations of asserted errors.

3. Failing to correct or explain disputed balances, interest, and fees.

4. Failing to provide servicing and transaction records maintained in its own systems.

5. Continuing collection activity while errors remained unresolved.

6. Failing to maintain policies and records sufficient to comply with Regulation X. 

These violations persisted for nearly eleven and half months. 

V. FDCPA Violations ( 15 U.S.C. 1692 ) Land Home Financial Services violated the FDCPA by : 1. Failing to validate the debt after timely written dispute ( 1692g ).

2. Continuing collection activity during an active dispute.

3. Misrepresenting the legal status and enforceability of the debt ( 1692e ).

4. Using unfair or unconscionable means to collect a debt without authentication ( 1692f ).

5. Attempting to collect a debt without demonstrating lawful authority or accuracy. 

VI. Pattern of Non-Compliance and Lack of Due Diligence The record shows : An exhaustive, documented effort by the consumer. 
A systemic refusal by Land Home to authenticate the debt.

No demonstrated due diligence regarding transfers or servicing accuracy over the last 15 years. 
A business practice of continuing collection without verification, contrary to federal law. 

VII. Requested Regulatory Action The consumer respectfully requests that CFPB : 1. Investigate Land Home Financial Services RESPA and FDCPA compliance practices.

2. Require full debt validation and authenticated servicing records from Land Homes systems of record.

3. Order cessation of collection absent lawful validation.

4. Impose corrective action, monitoring, and civil penalties as appropriate.


5. Require remediation for improper collection activity.

XXXX XXXX XXXX XXXX XXXX XXXX, VA XXXX XXXX | XXXX

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation