Consumer complaint received 2025-08-08 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: Rhode Island Housing and Mortgage Finance Corporation
State: RI

Complaint narrative:
On XX/XX/year>, I received an email from RI Housings Assistant Director, XXXX XXXX, that contained private loan information belonging to a different borrower. I was mistakenly CCd on the message, and the attachment included the other borrowers full payoff statement with detailed loan balance, interest, escrow, and internal accounting line items. 

On XX/XX/year>, RI Housings Assistant Deputy Director of Loan Servicing, XXXX XXXX, sent me a follow-up email admitting the disclosure was an error, explaining that it was caused by an autofill mistake, confirming the other borrower had been notified, and requesting that I delete the email and attachment. I have preserved both the original misdirected email and RI Housings follow-up acknowledgment in Exhibit J.

Why this is a CFPB matter This was an unlawful disclosure of another borrowers non-public personal information, in apparent violation of the Gramm-Leach-Bliley Act ( GLBA ), Regulation P, and RESPA servicing rules on confidentiality. The incident involved no borrower consent, was not encrypted or anonymized, and was sent over unsecured email. RI Housings own written admission confirms they recognized this as a breach and took remedial steps after the fact. 

Additional Servicing Concern The payoff statement disclosed to me in error contains an unusually large Recoverable Corporate Advance charge of {$100000.00}. While this item is unrelated to my own loan, its presence raises questions about : Whether RI Housing is applying corporate advances appropriately under RESPA and CFPB mortgage servicing rules ; Whether such charges are being communicated and reconciled properly with affected borrowers ; Whether this reflects a pattern of accounting irregularities alongside the documented privacy breach. 

XXXX XX/XX/year> Received misdirected email from XXXX XXXX at RI Housing containing another borrowers payoff statement. 

XX/XX/year> Received follow-up email from XXXX XXXX : admitted the disclosure was an error, explained the cause ( autofill ), confirmed the other borrower had been notified, and requested I delete the email/attachment. 

Evidence Provided to CFPB Exhibit J Redacted copy of the misdirected email, the payoff statement ( with third-party identifiers removed ), and RI Housings follow-up acknowledgment. Full, unredacted versions of these documents are preserved and available upon regulator request. 

Requested Action I request that the CFPB : Review this incident for violations of GLBA, Regulation P, and RESPA servicing standards on borrower data protection. 

Investigate RI Housings handling of the {$100000.00} Recoverable Corporate Advance to determine whether such charges are being assessed and managed in compliance with federal law. 

Examine whether RI Housings internal controls, employee training, and account management systems are adequate to prevent future privacy breaches and accounting irregularities. Given the casual explanation provided and the lack of any indication of a broader review, there is concern this may not be an isolated incident. 

Take any supervisory or enforcement action deemed necessary to protect consumers.

Company response to consumer: Closed with explanation