Consumer complaint received 2026-05-13 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: Guild Holdings Company
State: OR

Complaint narrative:
On XX/XX/year>, I mailed a formal Qualified Written Request ( QWR ), Request for Information ( RFI ), and Notice of Error ( NOE ) to Guild Mortgage Company LLC pursuant to 12 U.S.C. 2605 ( e ) and Regulation X, including 12 CFR 1024.35 and 1024.36. The correspondence was sent to Guild Mortgages designated compliance address for Notices of Error and Qualified Written Requests. The request directly concerned the servicing of my residential mortgage loan located at XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX. The correspondence requested information regarding the ownership, servicing authority, note custody, escrow accounting, and transfer history associated with the loan. Among other things, I specifically requested : identification of the current owner or assignee of the loan obligation pursuant to 15 U.S.C. 1641 ( f ) ( 2 ) ; the basis under which Guild Mortgage claims authority to service the loan and collect payments ; identification of the custodian of the original promissory note ; disclosure of any endorsements or allonges ; copies of any recorded assignments associated with the deed of trust ; servicing transfer history ; escrow accounting records ; and clarification regarding FHA insurance premium disbursements and escrow balances reflected on the account. The correspondence also formally asserted potential servicing errors, including failure to provide accurate ownership information and failure to provide documentation establishing the authority under which Guild Mortgage services and administers the loan. Guild Mortgage acknowledged receipt of the correspondence by email dated XX/XX/year>. In that acknowledgment, Guild Mortgage confirmed receipt of the correspondence on XX/XX/year>, and stated that a representative of the company would provide a response as quickly as possible, but not later than 30 business days from receipt. Despite that acknowledgment, I have not received any substantive response addressing the requests for information or the asserted Notice of Error. To date, no substantive response has been provided identifying the current owner or assignee of the loan obligation, no documentation establishing Guild Mortgages servicing or enforcement authority has been provided, and no substantive response addressing the asserted servicing errors has been received. This failure is particularly concerning because publicly available MERS information identifies XXXX XXXX investor or guarantor involvement associated with the loan, while the XXXX XXXX XXXX Oregon land records do not appear to contain any subsequently recorded assignments beyond the original Deed of Trust. I sought clarification specifically to determine the current ownership, servicing, beneficiary, and enforcement structure of the loan. I remain current on all mortgage payments and attempted to resolve these concerns through the formal statutory servicing inquiry process before escalating the matter to the CFPB. Guild Mortgages failure to provide a substantive response has prevented me from obtaining basic servicing and ownership information directly related to my mortgage loan and has created continuing uncertainty regarding the authority under which the loan is being serviced and administered.

Company response to consumer: Closed with explanation