Consumer complaint received 2026-06-23 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: A&D Mortgage LLC
State: FL

Complaint narrative:
Date : XX/XX/year> Complainant : XXXX XXXX XXXX Email : XXXX Mailing Address : XXXX XXXX PL XXXX, XXXX, GA XXXX Subject : Formal Complaint Against AD Mortgage, XXXX for Predatory Servicing, Misleading Consumer Statements, XXXX XXXX, and Refusal to Review Call Records To Whom It May Concern, I am filing this formal complaint to urgently request a full federal investigation into the loan servicing, billing, and credit reporting practices of AD Mortgage, XXXX ( XXXX XXXX XXXX XXXX XXXX, XXXX XXXX, FL XXXX ) regarding Loan Number : XXXX. As a consumer, I have acted in complete good faith to manage this account, yet XXXX Mortgage has engaged in negligent and misleading servicing that has completely damaged my XXXX XXXX by over XXXX points. This devastating drop has severely ruined my financial stability, blocked me from obtaining standard loans, and partially damaged my livelihood because I can no longer secure necessary business financing. They are not trying to help me ; instead, they are manipulating my payment history to demand more money while actively evading their mistakes. The critical issues requiring your investigation are detailed below : XXXX. Misleading Representative XXXX & Fake Delinquencies Over the last XXXX months, I have regularly called into the servicing department to ensure my payments were handled correctly. XXXX Mortgage agents repeatedly authorized and accepted my partial payments over the phone, assuring me explicitly that doing so was perfectly fine. The XXXX Discrepancy : Most critically, during XXXX of my regular calls to make a payment, their representative directly told me that no payment was due for XXXX because it was already fully covered. I trusted the word of the company 's own customer service staff. Now, XXXX Mortgage is completely going back on what their agents told me, claiming that I am suddenly a month behind and demanding a double payment. They told me I owed nothing, and now they are penalizing me for following their exact instructions. XXXX. Refusal to Audit Phone Calls and Investigate the Dispute I have repeatedly asked AD Mortgage to go back and review the recorded telephone calls from the XXXX through XX/XX/year> cycles so they can hear exactly what their agents told me. They are completely refusing to listen to me or audit their records. Instead of reviewing the audio proof, they keep going around the issue, ignoring my requests, and sending automated ledgers to justify their numbers. They are actively covering up the mistakes made by their own staff. XXXX. Failure to Report Accurate Credit Data for XXXX Months Following a loan modification in XX/XX/year> that brought my account current, AD Mortgage was supposed to report my updated, positive credit data to the credit bureaus. Instead, they failed to report my accurate credit history data for nearly XXXX months, completely freezing my profile. When I confronted them about why my account wasn't updating, their agents claimed they couldn't report anything until XXXX. Yet, after I persistently pressed them, they suddenly forced a negative late report through in XXXX. The Financial Harm : Because they withheld my positive data for XXXX months and then reported a manufactured delinquency, my XXXX XXXX plummeted by XXXX points. This has left me completely unbalanced financially, unable to get loans, and causing me to lose vital assets. What was supposed to be a helpful modification has turned into a trap that has hurt me in the long run. XXXX. Irrelevant Deflections and False Statements Regarding My Residence To make matters worse, AD Mortgages compliance desk is trying to deflect from their mistakes by falsely claiming in their letters that I expressed an intention to move into or live in the home. This is completely fabricated. I have never lived in this home, nor can I even afford to live in it because the property is located in Georgia and I live and work in XXXX, Florida. It is strictly an investment property. They are bringing up irrelevant claims about my living situation to completely avoid addressing the actual reason I called them. Requested XXXX XXXX Mortgage, XXXX is penalizing a consumer for relying on the verbal confirmations of their own staff. They tell you a payment is covered, wait a few months, and then tank your credit by XXXX points while demanding retroactive double payments. They are completely taking advantage of the situation and refusing to listen to the audio logs that prove my case. I respectfully request that the Federal Trade Commission : XXXX. XXXX XXXX Mortgage, XXXX to pull and review all customer service call recordings from XX/XX/year> through XX/XX/year> to verify agent errors. XXXX. XXXX the removal of all unfair late fees, retroactive billing, and default interest caused by their team 's wrong information. XXXX. XXXX them to correct the credit bureaus immediately by removing the devastating late marks and accurately reporting the XXXX modification terms. Thank you for protecting consumers and investigating this deceptive company. Sincerely, XXXX XXXX XXXX Email : XXXX XXXX

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