Consumer complaint received 2025-08-05 00:00:00
Product: Mortgage — VA 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:
XXXX XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX, OR XXXX XXXX ( XXXX ) XXXX XX/XX/year> To : Consumer Financial Protection Bureau Subject : Mortgage Servicing Complaint Guild Mortgage Company -- - SUMMARY As a XXXX XXXX XXXX XXXX XXXX, I am filing this complaint to report XXXX distinct violations of federal mortgage law and servicing regulations by Guild Mortgage Company. These violations concern my XXXX home loan and resulted in increased financial burden, denied transparency, and long-term hardship. 

The Department of Veterans Affairs ( VA ) failed to intervene despite being notified, allowing Guild to proceed unchecked. Below are the specific violations with supporting statutes and documentation, followed by key VA enforcement failures. 


-- - GUILD MORTGAGE VIOLATIONS ( XXXX COUNTS ) XXXX. Refusal to provide call transcripts after prior authorization Law Violated : 12 U.S.C. 2605 ( e ) ( RESPA ) Evidence : Email from Guild ( XX/XX/year> ) ; verbal assurance prior 2. Ignored three Qualified Written Requests ( QWRs ) Law Violated : 12 U.S.C. 2605 ( f ) Evidence : USPS certified mail records ; no response from Guild 3. Raised interest rate and payment in loan modification Law Violated : VA Handbook M26-4, XXXX. XXXX Evidence : Rate increased from 4 % to 7.125 % ; payment from {$1600.00} to {$2200.00} 4. Falsely claimed escrow required by VA Law Violated : 15 U.S.C. 1638 ( TILA ) Evidence : Guild call recordings ; VA confirmation escrow not required XXXX. Unjustified occupancy inspections Law Violated : RESPA 6 ; CFPB Servicing Guidelines Evidence : Two door tags while home was occupied ; security footage 6. Failure to acknowledge certified audit requests Law Violated : 12 CFR 1024.36 ( d ) Evidence : Three formal audit requests ; no response 7. Contradictory verbal and written guidance Law Violated : 15 U.S.C. 1692e ( FDCPA ) Evidence : Recorded calls ; XXXX XXXX communication 8. Misapplied or unexplained payment activity Law Violated : RESPA Escrow Accounting Evidence : Inconsistencies in Guild account statements XXXX. Denied assumption rights without justification Law Violated : VA XXXX XXXX Evidence : Denial letter ; documentation of eligibility XXXX. Blocked escrow removal despite VA 's permission Law Violated : TILA, RESPA, UDAP Evidence : Email from VA confirming escrow optional ; Guild refused 11. No hardship or affordability analysis provided Law Violated : VA Handbook M26-4 Evidence : No DTI, residual income, or hardship breakdown in offer 12. Did not present waterfall alternatives ( repayment, deferral ) Law Violated : VA Loss Mitigation Hierarchy Evidence : Only option was payment-increasing modification 13. Ignored certified QWRs and audits Law Violated : 12 U.S.C. 2605 ( e ) Evidence : Three documented certified letters 14. Broke verbal commitments after negotiations Law Violated : FTC Act ( deceptive practices clause ) Evidence : Call logs and emails proving reversal of terms 15. No monthly escrow transparency Law Violated : 12 CFR 1024.17 Evidence : Escrow statements lacked detail or breakdowns XXXX. Misled my third-party advocate ( XXXX XXXX XXXX Law Violated : 12 U.S.C. 2605 ( b ) Evidence : Emails between XXXX and Guild denying communication clarity 17. Repeated contradictions in modification details Law Violated : RESPA and FDCPA Evidence : Guild call center vs documentation discrepancies -- - ENABLING VA FAILURES ( 3 SELECTED FOR CFPB CONTEXT ) XXXX. No VA intervention despite illegal modification terms Policy/Rule : VA Handbook M26-4 , XXXX XXXX  Evidence : Final terms showed payment increase ; no VA objection 2. VA confirmed escrow is not required, but did not enforce correction Policy/Rule : VA Circular on Escrow Evidence : Email from VA confirming escrow optional ; Guild continued XXXX it XXXX. No response to certified complaints and audit requests Policy/Rule : XXXX XXXX XXXX XXXX XXXX XXXX letters to VA with no acknowledgment I would submit all the evidence needed however I have been denied access to it from Guild despite my 3 requests for a Respa Audit in XXXX. 

Please assign a complaint number and notify me of any follow-up steps or documentation needed. I am prepared to provide evidence packages and testimony under oath. 

Respectfully, XXXX XXXX XXXX XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation