Mechanisms

Each page describes one way a documented harm is produced — not a story about it. Nobody has to lie for these to happen, which is why each page ends with the disclosed terms that permit it and the documents that prove it happened.

• Escrow shock

  A tax or insurance bill is advanced from an escrow account that cannot cover it. The shortage is recovered over the following twelve months, and the required payment can double.

• Partial and unapplied payments

  A payment that does not match what the servicer says is owed can be held in a suspense account instead of applied to the loan. While it sits there the month reports late, and the money is yours in name only.

• Returned payments

  You tendered. They sent it back. The month reports late. The record shows a missed payment and does not show that you tried.