Consumer complaint received 2025-03-13 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Closing on a mortgage — Trying to communicate with the company to fix an issue with the loan closing
Company: FULTON FINANCIAL CORPORATION
State: PA

Complaint narrative:
Summary of Complaint We are filing this complaint against Fulton Bank for mismanagement of our mortgage refinance, failure to properly close our previous loan, unjustified late fees, escrow mismanagement, possible erroneous credit bureau reporting, deceptive loan practices, and potential discrimination resulting in a different customer service experience due to our status as an LGBTQ+ couple. 

We refinanced our mortgage with Fulton Bank, signing closing documents on XX/XX/XXXX. Since then, we have repeatedly requested documentation verifying that our refinancing was misrepresented and provided with multiple miscalculations, that the previous loan was closed properly, and that no negative marks were reported to credit bureaus due to improper timely closure of the loan and mismanagement of escrow funds. Fulton Bank has refused to provide any response for over XXXX calendar days. Despite an escalated customer service complaint within Fulton Bank filed on XX/XX/XXXX, there have still been no answers to our questions. Our most recent attempt at follow-up with Fulton Bank representative XXXX on XX/XX/XXXX, and there has, again, been no response to our most recent e-mail. 

XXXX XXXX XXXX. Failure to Properly Close the Previous Loan & Unexplained Late Fees -We signed the refinance closing documents with Fulton Bank XXXX XX/XX/XXXX. 
-Despite assurances that the prior mortgage would be paid off immediately, the loan was not properly closed, resulting in late fees and Fulton Bank requesting additional funds to close the previous loan. 
-The resolution offered was to deduct funds from the new escrow account associated with the new loan. When we did not agree to this resolution, the loan was eventually closed on XX/XX/XXXX, without any further explanation or communication from Fulton Bank despite repeated requests for this information. 
-We have received no written explanation or breakdown of where the funds were applied.- We fear that these unjustified late payments were reported to credit bureaus, but Fulton Bank has not confirmed nor provided documentation to show the loan was closed without error. 

2. Escrow Account Errors & Lack of Transparency -On XX/XX/XXXX, we were pressured to sign inaccurate closing documents, with the mortgage officer freely admitting that these documents were inaccurate but would be corrected the following day. 
-Payments from escrow have remained unexplained and undocumented. We were told that a {$140.00} payment from escrow to XXXX XXXX XXXX had been made, but XXXX XXXX has no record of receiving this payment. 
-There were escrow funds disbursed labeled as insurance payments without official documentation confirming this to be the case. 
-Home insurance payments were deducted from the previous escrow account that were to be associated with the refinanced loan, leading to an escrow shortageor at least that was the explanation offered -- eventually. 
-A refund check issued from homeowners insurance was received on XX/XX/XXXX, for only {$630.00}, despite previous confirmation that the refund should have been {$1200.00}. 

3. Deceptive Loan Practices & Possible Kickbacks -Throughout the refinancing process, the mortgage officer repeatedly changed figures, leading to misrepresentation of the terms of the loan. 
-Communications about these changes were made via text, raising concerns about the legitimacy and transparency of the process. 
-We were pressured into switching homeowners insurance companies, with the suggestion that it would benefit us financially. However, the new insurance provider received double paymentsone from the old escrow account and another from our out-of-pocket payment. 
-The loan documents contain multiple inaccurate selections and miscalculations, further indicating a pattern of deception and improper loan structuring. 

4. Failure to Respond to Multiple Written Requests for Documentation We have sent multiple formal written requests for : -Full transaction history of the previous mortgage and escrow account. 
-Full transaction history of the refinanced mortgage and new escrow account. 
-Confirmation that no erroneous late payments were reported to credit bureaus. 

Fulton Bank has ignored these requests for over 120 days, violating RESPA regulations. 

-Despite a filed customer service complaint on XX/XX/XXXX followed by an additional escalated customer service complaint within Fulton Bank XXXX on XX/XX/XXXX, there have still been no answers to our questions, and no documentation provided. 
Our most recent attempt at follow-up with Fulton Bank representative was an e-mail sent on XX/XX/XXXX. There has been no response received. 

5. Possible Credit Reporting Errors & Violations of the Fair Credit Reporting Act ( FCRA ) -Because the previous mortgage was not closed properly, late fees were applied, as well as an erroneous 'missed mortgage payment, ' we were told by Fulton Bank that this could potentially hurt our credit if we did not provide additional funds promptly toclose the loan. 
-We have not received confirmation from Fulton Bank that these errors were not reported to credit bureaus ( XXXX XXXX XXXX XXXX XXXX XXXX. 
-If they have been reported, Fulton Bank has failed to issue corrections as required by FCRA ( 15 U.S.C. 1681s-2 ).

6. Possible Discrimination and Different Customer Service Experience Due to LGBTQ+ Status -We have reason to believe that our experience with Fulton Bank may have been influenced by discrimination based on our status as an LGBTQ+ couple. 
-Other customers have reported more timely resolutions and clearer communication, while we have faced prolonged delays, lack of responses, and dismissive treatment. 
-We have not received adequate explanations for why our concerns have been ignored, while other customers in similar situations have received prompt assistance. 
-The lack of transparency, repeated mismanagement, and dismissive attitude from Fulton Bank raise concerns about whether our treatment was due to bias or unfair practices.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation