Consumer complaint received 2025-03-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: Fidelity National Financial, Inc
State: FL

Complaint narrative:
Consumer Financial Protection Bureau ( CFPB ) ComplaintSubject : Request for Investigation into XXXX Website Functionality and Unfair Business Practices Complainant Information : XXXX XXXX / XXXX Phone : ( XXXX ) XXXX Company Information : XXXX XXXX XXXX Complaint Details : I am submitting this complaint regarding XXXX mortgage servicing practices, website functionality, and business operations, which have resulted in financial hardship and stress for me and my family. Specifically, XXXX website and payment system make it alarmingly easy to mistakenly submit multiple mortgage payments while also making it unnecessarily difficult to make extra payments in a controlled and transparent manner. 

Issue Summary Double Mortgage Payment Withdrawals On XX/XX/year>, XXXX processed both an overpayment and an additional, unauthorized mortgage payment withdrawal from my bank account. 
This resulted in my account being completely drained, creating significant financial distress. 
An additional NSF fee of {$29.00} was charged, despite there being no legitimate reason for it. 

Non-User-Friendly Website & Payment Processing Issues XXXX online platform appears outdated and confusing, making it too easy to accidentally submit multiple payments. 
The system does not provide clear confirmations or warnings that would help prevent accidental overpayments. 
Making an extra principal-only payment is cumbersome and unclear, making it difficult for borrowers to manage their finances efficiently. 

Failure to Provide Timely Resolution Upon contacting XXXX, a representative initially stated a check would be overnighted to return the unauthorized funds. 
However, I have since received no indication that this promise would be fulfilled, leading me to believe that XXXX had no intention of honoring its commitment. 

Lack of Transparency & Potential Unfair Practices A mortgage servicer should not be processing duplicate payments without explicit consumer authorization. 
A servicer should not be charging unexplained NSF fees when the overcharge was their own doing. 
The online system should be updated to include safeguards against overpayment errors. 

Requested Action I request a full investigation into XXXX online platform and business practices to determine : Whether XXXX XXXX facilitates or allows improper duplicate payment processing ; Whether XXXX website is designed in a way that increases the likelihood of consumer error and financial harm ; Whether XXXX has a pattern of withdrawing additional payments without consumer authorization ; Whether XXXX response practices mislead consumers about refunds and reimbursement timelines. 

Additionally, I request that LoanCare : Immediately refund the full amount of the duplicate payment and any associated NSF fees ; Provide clear and transparent communication regarding its online payment process ; Update its platform to reduce the likelihood of accidental overpayments ; Implement safeguards to prevent automatic re-withdrawals after an overpayment has been received. 

This matter has caused undue stress and financial strain, and I urge the CFPB to take action to prevent other consumers from facing similar issues. XXXX practices may be indicative of broader systemic issues within the mortgage servicing industry, warranting immediate oversight and intervention. 
I appreciate your time and attention to this serious matter. 
Sincerely, XXXX XXXX : ( XXXX ) XXXX

Company response to consumer: Closed with explanation