Product: Credit reporting or other personal consumer reports

To whom this may concern - I have a mortgage on my primary residence that is currently with XXXX. Earlier this year ( on or approximately on XX/XX/XXXX ), I was laid-off from work at XXXX XXXX XXXX became unemployed XXXX I soon thereafter ( approximately XX/XX/XXXX ) contacted XXXX regarding my inability to pay, and was approved for a forbearance plan, which allowed me to miss payments for a period of time. I recently ( as of XX/XX/XXXX ) started working again, and as required, called XXXX to notify them of my employment status. I spoke extensively with a XXXX representative regarding my repayment options & was approved for a program that did the following : XXXX  ) the balance for my missed payments was collated & added to the account as a new lien- to be due at term end ; XXXX ) I would resume my regular scheduled monthly mortgage payments, with the first payment being due on XX/XX/XXXX ; XXXX ) my account would be brought current from a reporting perspective & regular credit reporting would resume with my payments starting in XXXX. I agreed & accepted this loan modification program during the phone conversation. I will emphasize here - I specifically asked the XXXX representative, and was specifically told that my account ( upon acceptance of this modified loan program ) that my account would be reported as current with the major credit reporting agencies. Earlier this week ( the week of XX/XX/XXXX ), I received a Credit Karma notification that my mortgage loan with XXXX was now being reported as XXXX  days late. This significantly impacted my credit score - dropping over XXXX points. Let it be known that I was not even XXXX  days late before I started the forbearance plan. I spoke with multiple XXXX representatives today to try and correct the incorrect credit reporting and was told the following : XXXX ) my past due balance ( i.e., the balance accrued during my time in forbearance ) would be reported as delinquent ; XXXX ) I would not be reported as current until that past due balance was satisfied. This makes absolutely NO sense considering ( as noted previously ) the balance for payments missed during time in forbearance were added as a second lien on my account- with that balance being due at term end. I questioned this process with XXXX representatives & eventually ended up speaking with a manager. The manager advised that my account will be reported current once XXXX ( XXXX ) separate things occur - XXXX ) I have to receive in paper form a modification agreement from XXXX- sign & return it ; XXXX ) resume my regular monthly payments on XX/XX/XXXX. The XXXX XXXX advised that the paper modification agreement was mailed to be on XX/XX/XXXX - I still as of today ( XX/XX/XXXX ) have not received it. Again, this makes absolutely NO sense - How can XXXX update their credit reporting before they even send me the modification agreement. How can XXXX update their credit reporting to show me as XXXX days past due when my first payment isnt due until XX/XX/XXXX - AND the accrued forbearance balance isnt due till term end? I have been working in XXXX XXXX XXXX for XXXX years & this process with XXXX is completed flawed, misconstrued, and a clear violation of the rules & regulations set forth within XXXX. I expect XXXX to comply with the information that I was told ( I would assume this is on a recorded phone conversation ), and update the credit reporting on my mortgage loan account to show as CURRENT and NEVER XXXX  days late. Thank you for your attention to this matter.