Consumer complaint received 2025-08-07 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Trying to communicate with the company to fix an issue while managing or servicing your loan
Company: FB FINANCIAL CORPORATION
State: FL

Complaint narrative:
Basically I called them on XX/XX/year> in the afternoon and spoke to a rep named XXXX. Not sure if i am spelling the name correct. I have recorded the call with the companies permission and stated it on the call. The CFPB should really listen close to this call as it exposes this company/servicer/mortgage company as being a risk to consumers and this company licenses should be immediately terminated for all forms of servicing. 

Basically this guy XXXX would not and could not give me the exact items needed to process my loss draft claim. He stated that no matter what he and other reps would say that that info could not be 100 % counted on due to the fact that the processor and another party could negate what he is saying. So then I asked him whats XXXX XXXX of talking to him if nothing he says can be counted on. He had no response. 

So I asked to get in contact with the processor and or other party to determine what was truly needed yet he could not do that as well. Bottom line the CFPB needs to step in and file a case or do whatever they do and remove this servicer from handling loss drafts for consumers as this company is DISHONEST, UNETHICAL, etc. 

If a borrower/consumer can not get the correct info from a servicer nor get in touch with the correct party then the consumer is not being told the truth nor being protected. 

Bottom line both Shellpoint mortgage servicing and Firstbank who gives them this right licenses to deal with the consumer base on the XXXX should be immediately teminated.

Whats the point of having a CFPB if they are not protecting consumers? I am an innocent consumer in this situation and it seems there is no one looking out for my interests.

Furthremore, one of the reps for the servicer a XXXX XXXX who thinks she is the " big boss '' of the company is inquiring into liens and other items for my property which she has no business or authority to do. She is clearly out of line yet no one at the XXXX XXXX  company is overseeing her. She is a loose cannon. She is acting as if she owns my property and is the XXXX of my property. This bank is in XXXX position of my mortgage and therefore any issues i XXXX have outside of that is not their business. Even if i had XXXX liens which i dont its none of their business. Yet this employee XXXX XXXX believes she has the right to demand whatever she wants. This employee should also be terminated immediately for not following the servicers own protocol. And if she does not get fired its because she is " friends '' with the bosses of this company etc. As she is a disgrace to the mortgage industry. 

Bottom line, XXXX could not resolve the issue nor could he put me in touch with who could. And XXXX who my initial contact was with now explains why he was undermined by others at the bank. I was lied to over and over at this bank as XXXX and XXXX have NO AUTHORITY to speak with any consumer as anything they say CAN NOT be relied upon. yet they do not tell the consumer that. 

Bottom line this servicer and bank and employees are all deceptive liars and all shoudl be fired and the servicer should be investigated by the CFPB for fraud, dishonesty, and any and all other issues. 

thank you

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