Consumer complaint received 2025-11-18 00:00:00
Product: Mortgage — Manufactured home loan
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: SOUTHSTATE BANK CORPORATION
State: SC

Complaint narrative:
I am filing this complaint because SouthState Bank has mishandled my loan servicing, failed to address serious loan errors, and has now caused significant damage to my credit while the account is under legal dispute. 

My mortgage originated in XX/XX/XXXX as a {$26000.00} loan with a fixed rate of 10.875 %. After nearly 20 years of consistent payments ( including escrow ), my loan balance remains over {$11000.00} which is highly irregular and prompted me to investigate. 

On XX/XX/XXXX, I received a loan activity payment history statement from XXXX XXXX ( XXXX ) a Customer Loan Support Specialist from SouthState and discovered : - Missing payment history from XXXX - A balance reset in XXXX, without explanation - Multiple misapplied payments ( e.g., payments applied entirely to interest ) - Escrow funds collected but not used to pay property taxes, resulting in delinquency and late penalties On XX/XX/XXXX, I submitted a Notice of Error under 12 CFR 1024.35, citing these discrepancies. I also requested a full payment history and supervisory contact via a Request for Information under 12 CFR 1024.36. I have repeatedly tried to escalate this to a supervisor but have been denied written contact information. 

SouthState loan servicing department has yet to even acknowledged the notice. The Vice President of Escrow advised on XX/XX/XXXX after several request that she was working on it and would be in touch shortly ( that day ) but failed to provide any meaningful response within the legal timeframe. Instead, on or around XX/XX/XXXX, SouthState reported my account as 30 days late & increased my balanced to the credit bureaus despite the ongoing RESPA dispute. 

As a result, my credit score dropped over XXXX points, causing financial harm and emotional distress. SouthStates actions violate 12 CFR 1024.35 ( e ) ( 3 ), which prohibits negative credit reporting during a pending Notice of Error. 

I am requesting the CFPBs help to : Correct the inaccurate reporting immediately Require SouthState to respond fully to the Notice of Error Investigate the servicing errors affecting my loan balance Hold SouthState accountable for harm caused by these violations I am prepared to provide all documentation upon request. 

Below is a brief timeline of my communication with SouthState within the past month alone. I have kept very detailed documentation. 
XX/XX/XXXX, XXXX Submitted via email to XXXX XXXX a formal notice of Error & Request for Information under 12 CFR 1024.35 for ( 1 ) life of loan transaction history, ( 2 ) detailed amortization schedule showing monthly principal, interest, fees, and ending balance, ( 3 ) full escrow account history & disbursements, ( 4 ) explanation of XXXX principal increase and any deferments or forbearances applied, ( 5 ) direct written contact information for escrow department. 

XX/XX/XXXX, XXXX Sent XXXX XXXX a copy of the delinquent tax notice that was brought to my home by XXXX XXXX XXXX  XXXX 

XX/XX/XXXX, XXXX Sent XXXX XXXX a RESPA Notice of Error with my own Attached Amortization Anaysis based on the original note terms. I advised I was unable to visit a branch and needed to keep all communication in writing. 

As of XX/XX/XXXX, I have not received a response back at all not even acknowledging that my request had been received. 

XX/XX/XXXX, XXXX XXXX XXXX in the Collections Department called me about my XXXX payment. I didnt answer. I responded back to XXXX via email advising him of my loan activity concerns as well as my delinquent tax notice advising my home would be sold in a tax auction in XXXX and advised of the notices of dispute I sent in. I advised these issues were urgent and I would not be making a payment on XX/XX/XXXX until I get some help. 

XX/XX/XXXX, XXXX @ XXXX XXXX- Sent an email to XXXX XXXX XXXX the supervisor in the Collections department providing him with a formal notice of Account in Dispute and Pending RESPA Review . I requested that XXXX confirm with me that my account was in a formal dispute because of the reasons described above. I also forwarded him the correspondance to Loan Service so he was aware of what was going on. I asked that no further collection occue until the investigation and written resolutions are complete and to simply confirm he was in receipt of my notices. NO RESPONSE BACK. 

XX/XX/XXXX @ XXXX XXXX- Sent an email to XXXX XXXX XXXX Supervisor in Collections Department simply asking him to confirm he was in receipt of my email. NO RESPONSE BACK XX/XX/XXXX, XXXX Sent follow up email to XXXX XXXX advising that she had failed to respond back to my email on XX/XX/XXXX that she was at the least in receipt of it. NO RESPONSE BACK. 

XX/XX/XXXX, XXXX Placed a call to SouthState Customer Service regarding my issues. Customer Service rep put me through to XXXX XXXX. He was extremely rude and agreesive with me and stated that he had received my email but he didnt feel the need to respond back. He said he sent it to the Loan Servicing Department. I NEVER HEARD ANYTHING BACK FROM LOAN SERVICING. 

XX/XX/XXXX @ XXXX XXXX- After hanging up with XXXX XXXX XXXX I sent him an email back documenting that he had told me he received my emails on XX/XX/XXXX & XX/XX/XXXX but failed to respond back at the least letting me know he received it. XXXX XXXX would not provide me any contact information for the department that he said he forwarded my email too. NO RESPONSE BACK XX/XX/XXXX, XXXX XXXX XXXX XXXX Loan Escrow Specialist emailed me regarding delinquent tax issue. We got it resolved. 

XX/XX/XXXX, XXXX Requested a supervisor 's contact from XXXX XXXX for Loan Servicing as I expressed my frustrations regarding my loan activity issue. NO RESPONSE BACK. 

XX/XX/XXXX - Sent email to XXXX XXXX and her Supervisor XXXX XXXX ( Assistant Vice President -Escrow Manager ) requesting contact information for a supervisor in the Loan Servicing Department regarding my many issues. 

XX/XX/XXXX, XXXX Email responded back via email advising she scheduled a meeting on Monday, XX/XX/XXXX with her XXXX XXXX XXXX XXXX discuss my loan servicing concerns and would be in touch with me. THAT NEVER HAPPENED. 

XX/XX/XXXX, XXXX After not hearing anything back from XXXX XXXX XXXX XXXX I sent XXXX an email again simply requesting contact information so that I can contact loan servicing ( in writing ) myself on my own behalf. I even asked if she could pass along my contact and have them reach out to me. 

XX/XX/XXXX, XXXX XXXX XXXX responded back to me via email advising she had someone work on my concerns and would be back in touch with me shortly. THAT NEVER HAPPENED. As of XX/XX/XXXX I had not heard back with any communication regarding this. 

XX/XX/XXXX, XXXX SouthState Bank reported to the Credit Bearu 's that I was 30 days past due and that my balance had increased from {$11000.00} to {$11000.00} and it dropped my overall credit score by XXXX points! 

XX/XX/XXXX, XXXX I sent an email to XXXX XXXX expressing my fustrations in regard to this matte and explaining what had just happened. XXXX XXXX responded back to me telling me she would forward my email to the compliants department. She did not make any mention of the loan servicing issues she said she was working on for me on XX/XX/XXXX.

Company response to consumer: Closed with explanation