Consumer complaint received 2025-06-23 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Guild Holdings Company
State: TX

Complaint narrative:
Guild Mortgage has engaged in a pattern of racially discriminatory, deceptive, and damaging behavior that resulted in the loss of my homeowners insurance coverage, unauthorized entry into my property, and financial sabotage all while I was eligible for federal disaster and COVID relief assistance. 

Timeline and Key Events : XX/XX/XXXX : I received a voicemail from Guild ( XXXX XXXX ) referencing poking around my XXXX  account. This surveillance behavior took place shortly before my insurance policy was secretly canceled. 
XX/XX/XXXX : XXXX XXXX XXXX policy was canceled due to a stop payment made by Guild. I was never informed of this cancellation. 
XX/XX/XXXX : I unknowingly initiated a claim with XXXX under the belief I had active coverage. They processed it and scheduled an inspection. 
XX/XX/XXXX : I voluntarily withdrew that claim in good faith, still unaware I had no valid policy. 
XX/XX/XXXX : The day after I canceled the claim, XXXX created a retroactive cancellation notice dated XX/XX/XXXX. This was postmarked XX/XX/XXXX just days before the FEMA-declared hailstorm disaster on XX/XX/XXXX. 
XX/XX/XXXX : Guild Mortgage and/or its contractors illegally entered my home while I was actively trying to rent it. They cut padlocks on both units of my duplex without notice, stole my For Rent signs ( one from the garage, one from the yard ), and removed my No Trespassing sign from Unit A. I have text messages proving my signs were posted, messages from prospective tenants showing interest, and a sign-in sheet left by the vendor confirming entry on XX/XX/XXXX at XXXXXXXX XXXX. They did this without court approval, eviction orders, or notice to me. 
XX/XX/XXXX : I returned to discover the illegal entry and theft. That morning, I called XXXX Properties at XXXXXXXX XXXX. and Guild Mortgage at XXXXXXXX XXXX. ( screenshots of my call log are attached ). I never authorized entry before XX/XX/XXXX, and only spoke to them after discovering what they had done. 
XX/XX/XXXX : HUD formally notified Guild that I had been approved for COVID Disaster Relief funds. 
XX/XX/XXXX : Despite being federally protected and no longer in foreclosure, Guild returned to my property to post another set of lockout threats. The posted notice stated the property was abandoned which is false, as I had been actively renting and maintaining it. I have photographic proof of the notices dated XX/XX/XXXX, which demonstrate ongoing harassment and intimidation in violation of federal guidelines. 
Sometime between XXXX XXXX XXXX : Even after I regained entry and leased the unit to a new tenant, Guild continued their intimidation campaign. They placed a door hanger with no date on the tenant-occupied side of my duplex despite clear signs the unit was inhabited. This action not only violated my tenants peace and privacy, but also demonstrated Guilds continued disregard for boundaries, lawful process, and human dignity. It sent a threatening message that neither I nor my tenants were safe from their overreach. 

Additional Concern Misuse of Federal Funds : I now believe Guild may have misapplied or failed to properly credit my COVID relief funds. Although HUD confirmed my approval on XX/XX/XXXX, and these funds should have resolved any foreclosure threat or insurance lapse, I was not restored to full protections. Instead, Guild resumed harassment just nine days later and as of XX/XX/XXXX, I am now being force-placed into an insurance policy. This is unacceptable. If they used federal relief to cure my loan, how am I still being penalized? CFPB and HUD must investigate whether Guild misused or misapplied federal funds meant to protect me and my home. 

Why This Is a Major Violation : Guild sabotaged my insurance by initiating a stop payment without telling me, then allowed XXXX to process a claim I wasnt eligible for only for me to find out months later that my policy had lapsed. While this alone is deceptive, what followed was far worse : physical intrusion into my property, theft of rental and safety signage, and lock-changing on both units. This occurred just 72 hours before I executed a lease with a new tenant. Then, even after my federal relief was approved, Guild escalated harassment and intimidation. 

This behavior has caused : Financial hardship from missed FEMA disaster relief Lost rental income Property damage and loss of control over my own home Emotional trauma from the break-ins, racial bias, and systemic neglect

Company response to consumer: Closed with explanation