CFPB Consumer Complaint
Filing with the Consumer Financial Protection Bureau
Why File with CFPB?
The Consumer Financial Protection Bureau has regulatory authority over mortgage servicers and can:
- Investigate consumer complaints and require company responses
- Issue enforcement actions with substantial civil penalties
- Require restitution and remediation for affected consumers
- Issue consent orders mandating changes to business practices
- Refer matters to DOJ for criminal prosecution
Companies are required to respond to CFPB complaints within 15 days and resolve within 60 days.
Purpose and Effect
This template reports mortgage servicing violations to the CFPB. The CFPB consumer complaint database is public, and companies are motivated to resolve complaints to avoid negative publicity and regulatory scrutiny. The CFPB uses complaint data to identify patterns that may trigger enforcement actions.
CFPB Enforcement Powers
- Civil Penalties: Up to $1 million per day for knowing violations
- Restitution: Requiring return of wrongfully collected funds
- Injunctive Relief: Orders to cease illegal practices
- Consent Orders: Binding agreements requiring compliance programs
- DOJ Referral: Referral for criminal prosecution in serious cases
CFPB Complaint Process
- Submit Complaint: File online at consumerfinance.gov/complaint
- Company Notified: CFPB forwards to company (within days)
- Company Response: Company must respond within 15 days
- Resolution Attempt: Company has 60 days to close complaint
- Consumer Review: You can dispute company response
- Public Database: Complaint appears in public database
CFPB Complaint Template
Use this content when filing at consumerfinance.gov/complaint. The CFPB portal has specific fields; this template provides the narrative content.
Company Name: [SERVICER NAME]
Product: Mortgage
Sub-Product: Conventional home mortgage / Other mortgage
Issue: Trouble during payment process / Struggling to pay mortgage
Property Address: [PROPERTY ADDRESS]
Loan Number: [LOAN NUMBER]
Original Lender: [ORIGINAL LENDER]
Original Loan Amount: $[AMOUNT]
Current Claimed Balance: $[CURRENT AMOUNT]
Summary of Issues:
I am filing this complaint against [SERVICER NAME] for multiple violations of federal consumer protection laws in connection with mortgage servicing.
1. RESPA Qualified Written Request Violations
On [DATE], I sent a Qualified Written Request (QWR) pursuant to 12 U.S.C. § 2605(e) to the servicer demanding:
- Identification of the owner of the loan
- Complete payment history
- All documents evidencing the debt
- Complete chain of title documentation
The servicer [failed to respond within 30 days / provided inadequate response that did not address specific requests / [DESCRIBE RESPONSE]].
This violates RESPA requirements for timely and complete responses to QWRs.
2. Failure to Validate Debt
On [DATE], I sent a debt validation request pursuant to the Fair Debt Collection Practices Act. The servicer:
- Failed to provide validation within 30 days
- Continued collection activity despite disputed debt
- Could not produce original promissory note
- Could not document chain of ownership
3. Inability to Document Standing
The servicer claims the right to service and collect on this mortgage but cannot provide:
- Original promissory note with wet ink signature
- Complete and unbroken chain of assignments
- Documentation of authority from actual creditor
- Proof of purchase of the debt
4. Document Irregularities
The documents provided by the servicer contain the following irregularities:
- [DESCRIBE - robo-signed documents, backdated assignments, forged signatures, etc.]
5. Improper Foreclosure Activity
Despite the unresolved disputes and lack of documentation, the servicer has:
- [DESCRIBE - initiated foreclosure, sent notices, filed court documents, etc.]
6. Additional Violations
[DESCRIBE ANY ADDITIONAL ISSUES - fee pyramiding, force-placed insurance, payment misapplication, dual tracking, etc.]
- [DATE]: [EVENT - Original loan closing]
- [DATE]: [EVENT - Transfer to current servicer]
- [DATE]: Sent Qualified Written Request
- [DATE]: Sent Debt Validation Request
- [DATE]: [Response or lack thereof]
- [DATE]: [Additional events]
- RESPA (12 U.S.C. § 2605): Failure to respond to QWR, failure to identify owner
- TILA (15 U.S.C. § 1641): Failure to provide required disclosures upon transfer
- FDCPA (15 U.S.C. § 1692g): Failure to validate debt, continued collection
- CFPB Mortgage Servicing Rules (Reg X): 12 C.F.R. § 1024.35, 1024.36
I am requesting that [SERVICER NAME]:
- Provide complete and documented response to my Qualified Written Request
- Produce the original promissory note with wet ink signature
- Provide complete, unbroken chain of title with all assignments
- Identify the actual owner/investor of the alleged loan
- Cease all foreclosure activity until disputes are resolved
- Correct any credit reporting related to disputed amounts
- Provide full accounting of all payments, fees, and charges
- Refund any payments made to an entity without lawful authority
- Copies of Qualified Written Requests (with certified mail receipts)
- Copies of any responses received
- Debt validation requests
- Copies of alleged loan documents showing irregularities
- Chain of title research
- Correspondence with servicer
I believe a fair resolution would include:
- Full compliance with RESPA disclosure requirements
- Production of original documents proving the debt
- Halt of all collection and foreclosure activity until proper documentation is provided
- Correction of any inaccurate credit reporting
- If servicer cannot document authority: cancellation of alleged debt and release of any lien
Key Consumer Protection Statutes
12 U.S.C. § 2605(e)- RESPA QWR Response Requirements12 U.S.C. § 2605(k)- RESPA Servicer Obligations15 U.S.C. § 1641(g)- TILA Transfer Disclosure Requirements15 U.S.C. § 1692g- FDCPA Debt Validation Requirements12 C.F.R. § 1024.35- Error Resolution Procedures12 C.F.R. § 1024.36- Information Request Procedures
Filing Checklist
- Create account at consumerfinance.gov
- Gather all supporting documents (QWRs, responses, correspondence)
- Document timeline of events with specific dates
- Identify specific law violations with citations
- State clearly what resolution you are seeking
- Submit complaint online
- Save confirmation number and all correspondence
- Monitor for company response (15 days)
- Review company response and dispute if inadequate
- Follow up if no resolution within 60 days
Strategic Considerations
CFPB complaints create public records and pressure companies to respond. The CFPB tracks complaint volume and patterns, which can trigger investigations. Companies with high complaint volumes or unresolved complaints may face regulatory scrutiny.
Reference your CFPB complaint in court filings and other regulatory complaints to show you are pursuing all available remedies and to demonstrate the pattern of misconduct.