Consumer complaint received 2025-03-08 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Escrow, taxes, or insurance
Company: SecureNet Loan Services LLC
State: TX

Complaint narrative:
-- - FORMAL COMPLAINT AGAINST SECURENET LOAN SERVICES, LLC XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX Phone : ( XXXX ) XXXX Email : XXXX XX/XX/XXXX Texas Department XXXX XXXX XXXX XXXX XXXX Attn : Commissioner XXXX XXXX XXXX XXXX XXXX, XXXX XXXX XXXX, TX XXXX Consumer Financial Protection Bureau ( CFPB ) XXXX XXXX XXXX XXXX, IA XXXX -- - Subject : Urgent Complaint Against SecureNet Loan Services , LLC XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Being Reported : SecureNet Loan Services , LLC XXXX XXXX XXXX XXXX XXXX XXXX XXXX TX XXXX XXXX XXXX XXXX XXXX XXXX XXXX TX XXXX XXXX : ( XXXX ) XXXX Email : [ XXXX ] Website XXXX XXXX XXXX XXXXsecurenetloanservices.com/ Primary Contact at SecureNet Loan Services : XXXX XXXX XXXX XXXX ) XXXX XXXX ( XXXX ) XXXX Email : [ Insert XXXX 's Email Here ] Loan Information : Account Holder : XXXX XXXXXXXX XXXX  Loan Number XXXX XXXX Property Address : XXXX XXXX XXXX, XXXX, TX XXXX Mortgage Type : [ Insert specific mortgage type, e.g., conventional, FHA, VA ] -- - TO WHOM IT MAY CONCERN, I am filing this formal complaint against SecureNet Loan Services, LLC for their mismanagement of my mortgage account, failure to handle escrow payments properly, unexplained fees, and continued deceptive practices. 

I have been dealing with unjustified charges, missing payments, escrow mismanagement, and SecureNets complete lack of transparency for years. Every attempt I have made to resolve these issues directly with SecureNetprimarily through XXXX XXXX been met with delays, misinformation, and outright avoidance. 

Their actions have placed me at risk of foreclosure and property tax delinquency, despite my compliance with all mortgage obligations. 


-- - SUMMARY OF ISSUES WITH SECURENET LOAN SERVICES 1. ESCROW MISMANAGEMENT & MISSING PAYMENTS SecureNet has failed to properly manage my escrow account, leading to a delinquent property tax notice from XXXX XXXX despite my payments being made on time. 

Escrow Analysis Shows a Surplus ( {$1000.00} ), Yet My Payment Increased Instead of Decreasing. 

Property Tax Delinquency : I received a Notice of Unpaid Property Taxes from XXXX XXXX Appraisal District, dated XXXX XXXX XXXX, stating a balance due of {$1300.00} for XXXX. 
Failure to Pay Taxes from Escrow : SecureNet i s legally responsible for making my property tax payments through escrow, yet I am being charged delinquent fees and penalties for taxes that should have been paid
.

Unexplained Handling of Escrow Funds : Despite their own escrow analysis confirming a surplus, SecureNet has increased my mortgage payment instead of adjusting it accordingly. 


XXXX. UNJUSTIFIED LATE FEES & FABRICATED PAST-DUE BALANCES SecureNet has repeatedly charged me late fees and past-due balances that I do not owe. 

My recent mortgage statement claims that I have a past due balance of {$1000.00}, but I have paid all my required amounts on time. 

SecureNet has failed to provide an itemized breakdown showing how this past due amount was calculated. 

I have requested a full transaction history multiple times and have either been ignored or provided with vague, conflicting responses. 


XXXX. DELIBERATE AVOIDANCE & FAILURE TO PROVIDE TRANSPARENT ACCOUNTING I have made repeated attempts to contact XXXX XXXX and SecureNets customer service department, yet : They fail to provide clear documentation. 

They refuse to explain why my escrow surplus isnt being applied. 

They continue to add charges without justification.

They pro

vide conflicting information regarding payments. It is clear that SecureNet is actively avoiding accountability while continuing to take money from m
e under false pretenses. 


-- - HOW THIS HAS AFFECTED ME SecureNets ongoing errors, negligence, and deceptive practices have caused : Risk of Foreclosure : Due to their fabricated past-due amounts and mishandling of my escrow. 

Property Tax Delinquency : Because they failed to apply my escrow funds as required. 

Financial Hardship : I have lost thousands of dollars due to their wrongful fees, overcharges, and payment mismanagement. 

Severe Stress & Frustration : Trying to get SecureNet to provide basic transparency into my own mortgage account has been an exhausting and infuriating process. 


I have been fighting this battle for years, and I am done being ignored, misled, and financially exploited. 


-- - FORMAL REQUEST FOR ACTION I am demanding that the XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and the Consumer Financial Protection Bureau ( CFPB ) take immediate action to investigate SecureNet Loan Services and provide regulatory enforcement where necessary. 

I Request the Following Actions : XXXX. A full and independent audit of SecureNet Loan Services escrow management and payment processing. 


XXXX. A complete and itemized breakdown of every payment I have made, how it was applied, and any discrepancies that need correction. 


XXXX. Immediate correction of all false past-due balances and removal of unjustified late fees. 


XXXX. Proof of escrow funds being correctly allocated to property taxes. 


XXXX. Legal and regulatory consequences if SecureNet is found to have mismanaged funds, engaged in predatory practices, or withheld payments. 




-- - FINAL WARNING & LEGAL IMPLICATIONS If SecureNet Loan Services does not immediately correct these fraudulent practices, I will escalate this matter further by : Filing a formal complaint with the Texas Attorney Generals Office. 

Submitting a report to the Federal Trade Commission ( FTC ) for deceptive financial practices. 

Requesting an investigation from the U.S. Department of Housing and Urban Development ( HUD ). 

Consulting with legal professionals regarding a potential lawsuit. 


SecureNets misconduct has gone unchecked for far too long, and I refuse to continue being financially exploited. I expect a written response within 10 business days outlining what corrective actions will be taken. 

If you require additional information, please contact me at ( XXXX ) XXXX or XXXX. 

Sincerely, XXXX XXXX XXXX -- - NEXT STEPS : Email the letter to : Texas XXXX : XXXX CFPB : File online at XXXX : XXXX Mail a hard copy via Certified Mail. 
Follow up within 10 business days.

Company response to consumer: Closed with non-monetary relief