Mortgage -- Trouble during payment process -- Complaint #19342662
Complaint Overview
Complaint ID: 19342662
Company: Guaranteed Rate INC.
Product: Mortgage
Sub-Product: Home equity loan or line of credit (HELOC)
Issue: Trouble during payment process
Sub-Issue: Payment process
State: Nevada
ZIP Code: 89044
Date Received: 2026-02-08T12:00:00-05:00
Date Sent to Company: 2026-02-08T12:00:00-05:00
Company Response: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Submitted Via: Web
Tags: Servicemember
Consumer Narrative
REF : CFPB COMPLAINT ID # XXXX As of XX/XX/XXXX, XXXX XXXX month after my certified dispute letterthe account remains locked. I can not obtain a payoff quote and I can not access my credit line. This ongoing denial of access to my own HELOC constitutes a material harm requiring immediate regulatory intervention. I respectfully request the CFPB keep this complaint open until full account access is restored and all outstanding items are addressed in writing. I am submitting this follow-up because the companys response to my CFPB complaint is incomplete. While XXXX has corrected the account balances and removed the false delinquent status, my HELOC account remains locked. I still can not access my credit line and I still can not generate a payoff quote. The partial correction is appreciated but does not resolve the matter. Despite the partial correction, the following concrete harms remain unresolved : Account lockout : My HELOC account remains locked. I can not access any online account management features, including the ability to manage autopay settings, creating risk of actual missed payments. Denial of credit access : I am unable to draw on my HELOC credit line, which I am contractually entitled to use. This restricts my access to funds I may need for time-sensitive financial obligations. Inability to obtain payoff quote : I can not generate a payoff quote, which may impede refinancing, sale, or other financial transactions involving my property. No written documentation : XXXX has provided no written explanation of the root cause, no corrected payment ledger, and no confirmation regarding credit bureau reporting. All contact attempts have been by telephone, which I have declined in order to maintain a documented record of this dispute. Continued stress and time burden : The failure to fully resolve this errornow spanning over one monthhas caused significant ongoing stress and lost time.
Frequently Asked Questions
What is Complaint #19342662 about?
Complaint #19342662 was filed against Guaranteed Rate INC. regarding Mortgage specifically about Trouble during payment process. It was received by the CFPB on 2026-02-08T12:00:00-05:00.
How did Guaranteed Rate INC. respond to this complaint?
The company responded with: "Closed with explanation". The response was timely.
What is the risk level of this complaint?
See the risk assessment section for details on this complaint's risk profile.
How do I file a similar complaint?
You can file a complaint with the CFPB at consumerfinance.gov/complaint. Select the appropriate product category (Mortgage) and describe your issue in detail.
Can I see other complaints against Guaranteed Rate INC.?
Yes, visit the Guaranteed Rate INC. company profile at readthecomplaint.com/company/guaranteed-rate-inc to see all complaints, risk scores, and analysis.
Disclaimer
This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.