Original research · CFPB data
Michigan Mortgage Complaints: What 11,479 CFPB Records Reveal
The short version
Michiganders have filed 11,479 mortgage complaints with the federal Consumer Financial Protection Bureau. But 82% of them are about servicing — payments, escrow, foreclosure and loan modifications that happen after you close — not about getting a loan. The companies at the top of the list are mostly large loan servicers you don’t choose, so complaint counts say more about company size than about which Michigan lender to pick.
- 11,479 total Michigan mortgage complaints on record; 3,100 filed since 2021.
- 82% concern servicing (payments, escrow, foreclosure, modifications); only 16% concern applying for or closing a loan.
- The most-complained-about companies are dominated by national servicers — Ocwen, Mr. Cooper (Nationstar), Shellpoint and LoanCare — not by the lenders most Michiganders shop with.
- Companies responded on time to 98.4% of complaints, but only 7.6% closed with relief for the consumer.
Michigan complaints are about servicing, not shopping
The single most useful pattern in the data is where in the mortgage life-cycle things go wrong. Grouped by issue, 82% of all Michigan mortgage complaints (9,381 of 11,479) are servicing problems that surface long after the loan closes. Just 16% (1,858) touch the part a borrower actually controls — applying, underwriting and closing.
That matters because you choose your lender, but you rarely choose your servicer. Servicing rights are bought and sold; your loan can move to a new company more than once, and that’s where most disputes begin — often around your escrow account.
| Issue reported | Complaints | Share |
|---|---|---|
| Loan modification, collection, foreclosure | 3,619 | 31.5% |
| Trouble during the payment process | 2,584 | 22.5% |
| Loan servicing, payments, escrow account | 2,014 | 17.5% |
| Struggling to pay the mortgage | 1,164 | 10.1% |
| Applying for a mortgage or refinancing | 633 | 5.5% |
| Application, originator, mortgage broker | 430 | 3.7% |
| Closing on a mortgage | 384 | 3.3% |
| Settlement process and costs | 264 | 2.3% |
| Credit decision / underwriting | 147 | 1.3% |
Source: CFPB Consumer Complaint Database (Michigan mortgages), pulled 2026-07-06.
The companies with the most Michigan mortgage complaints
Here are the 20 companies with the most Michigan mortgage complaints on record. We’ve tagged each as a Servicer, Bank or Nonbank lender, because the mix matters: servicers you don’t choose sit near the top, while the lenders most Michiganders shop with rank far lower. Where we review a company, the name links to our Michigan review.
| Company | Type | All-time | Since 2021 |
|---|---|---|---|
| Bank of America | Bank | 1,478 | 72 |
| Ocwen Financial Legacy servicer (now part of Onity/PHH); services distressed loans. | Servicer | 959 | 139 |
| JPMorgan Chase | Bank | 842 | 91 |
| Wells Fargo | Bank | 716 | 141 |
| Ditech Financial Defunct 2019; loans transferred to other servicers. | Servicer | 448 | — |
| Nationstar / Mr. Cooper Nationstar rebranded to Mr. Cooper; large servicing book. | Servicer | 431 | 255 |
| Citibank | Bank | 388 | — |
| Fifth Third | Bank | 363 | 107 |
| Shellpoint (Newrez) Newrez's servicing arm; services transferred loans. | Servicer | 358 | 273 |
| Mr. Cooper Group One of the largest US servicers. | Servicer | 314 | 255 |
| LoanCare Subservicer for many lenders and credit unions. | Servicer | 286 | 150 |
| Flagstar Bank Michigan-based; also a large national servicer. | Bank | 271 | 37 |
| PNC Bank | Bank | 252 | 40 |
| Select Portfolio Servicing Special servicer for delinquent loans. | Servicer | 248 | 88 |
| Huntington National Bank Large Michigan retail lender and servicer. | Bank | 236 | 120 |
| Rocket Mortgage Detroit-based; the largest US retail originator. | Nonbank lender | 215 | 134 |
| Citizens Financial | Bank | 186 | 54 |
| Seterus Servicer wound down; loans moved to Mr. Cooper. | Servicer | 178 | — |
| U.S. Bancorp | Bank | 166 | 27 |
| Freedom Mortgage Large VA/FHA lender and servicer. | Nonbank lender | 164 | 108 |
Source: CFPB Consumer Complaint Database (Michigan mortgages), pulled 2026-07-06. “—” = company wound down before 2021.
Who draws complaints today (since 2021)
Filtering to complaints filed since 2021 strips out most crisis-era noise. The recent leaders are still servicers — Shellpoint, Mr. Cooper, LoanCare, Ocwen — but a few active Michigan originators appear, led by Detroit-based Rocket Mortgage and Huntington, both of which also service large books of loans.
| Company | Type | Complaints |
|---|---|---|
| Shellpoint (Newrez) | Servicer | 273 |
| Mr. Cooper Group | Servicer | 255 |
| LoanCare | Servicer | 150 |
| Wells Fargo | Bank | 141 |
| Ocwen Financial | Servicer | 139 |
| Rocket Mortgage | Nonbank lender | 134 |
| Huntington National Bank | Bank | 120 |
| Freedom Mortgage | Nonbank lender | 108 |
| Fifth Third | Bank | 107 |
| JPMorgan Chase | Bank | 91 |
| Select Portfolio Servicing | Servicer | 88 |
| Bank of America | Bank | 72 |
| Carrington Mortgage | Servicer | 56 |
| Citizens Financial | Bank | 54 |
| United Shore (UWM) | Nonbank lender | 52 |
| PennyMac | Nonbank lender | 36 |
| Flagstar Bank | Bank | 37 |
| AmeriHome Mortgage | Servicer | 40 |
| PNC Bank | Bank | 40 |
| AmeriSave Mortgage | Nonbank lender | 19 |
Source: CFPB Consumer Complaint Database (Michigan mortgages, 2021-01-01 onward), pulled 2026-07-06.
How Michigan complaints get resolved
The database also records what happened after each complaint. The headline is mixed: companies almost always respond, but relief is uncommon.
Most complaints — 10,099 of them — closed with explanation, meaning the company answered but didn’t change its position. Roughly 7.6% (868) ended with monetary or non-monetary relief. Takeaway: filing a CFPB complaint reliably gets a company’s attention, but it’s not a guaranteed fix — keep your own records and escalate early.
What this means if you’re getting a Michigan mortgage
You can’t control who ends up servicing your loan, but you can shop the part you do control and ask the right questions up front.
- Ask who will service the loan. Some lenders keep servicing in-house; many sell it. A lender that retains servicing is one fewer hand-off.
- Compare lenders on more than rate. Our Michigan lender reviews cover service reputation alongside pricing and programs.
- Watch the escrow hand-off. Most complaints cluster around payments and escrow after a transfer — confirm your first post-transfer statement is correct.
- Know your recourse. If a servicing problem arises, you can file a free complaint with the CFPB; companies must respond.
Ready to compare? Start with the best Michigan lenders, run your numbers in the Michigan payment estimator, or read how to buy a house in Michigan step by step.
Frequently asked questions
Does a high complaint count mean a lender is bad?
Not on its own. Complaint volume tracks company size and how many loans a company services — not just how it treats customers. In Michigan, 82% of mortgage complaints are about servicing problems (payments, escrow, foreclosure, loan modifications) that happen after closing, often with a company the borrower never chose. Read counts as a starting point, then look at the type of company and how complaints were resolved.
Why do servicers like Ocwen, Mr. Cooper and Shellpoint top the list?
These companies buy the right to service loans other lenders originated, and they specialize in older, transferred or delinquent mortgages. Borrowers usually cannot pick their servicer — it can change several times over the life of a loan — so complaints concentrate on a handful of large servicers regardless of who wrote the original loan.
Where does this data come from?
Every figure is pulled directly from the CFPB Consumer Complaint Database, filtered to Product = Mortgage; State = Michigan (MI). We pulled the data on 2026-07-06. The database covers complaints the CFPB forwarded to companies and does not verify every allegation, but companies are required to respond.
How many Michigan mortgage complaints get resolved in the consumer’s favor?
About 7.6% of Michigan mortgage complaints (868 of 11,479) closed with monetary or non-monetary relief. The large majority — the rest — closed "with explanation," meaning the company responded but did not change its position. Companies answered 98.4% of complaints on time.
What should I do with this information as a Michigan buyer?
Use it to ask better questions. Ask a lender who will service your loan and whether they sell servicing rights. Compare a few lenders on our Michigan lender reviews, and if a payment or escrow problem ever arises, you can file your own complaint with the CFPB for free.