Product: Credit reporting or other personal consumer reports

XXXX  Complaint : XXXX XXXX was unemployed in XXXX and called PHH for assistance in XXXX after his mortgage increased by more than {$300.00}. PHH offered the Forebearance program from XXXX - XXXX XXXX, adding these payments on the end of the loan, therefore no deliquency. Somehow PHH canceled the forebearance on XX/XX/XXXX. XXXX was never notified by PHH that the XXXX program he entered for XXXX XXXX XXXX was canceled until late XXXX. There was no correspondence from PHH at all. The new plan for Mortgage assistance decision trail letter reached the homeowner at the last week of XX/XX/XXXX, but the letter was dated XX/XX/XXXX by PHH. Once the homeowner received the letter, XXXX XXXX immediately spoke with customer service regarding why the forebearance program being canceled and why he wasn't notified other than XXXX XXXX decision letter in late XXXX XXXX. This trial period consist of XXXX payments of {$1600.00} beginning with XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX. The homeowner had no prior notification and had 10 days to make the XXXX trial payment of {$1600.00}. Customer service had little to no information on changes to offer other than insisting to contact the relationship XXXX on account XXXX XXXX XXXX. A meeting was scheduled with XXXX and recorded, in which we discussed the forbearance plan and when that ended and the XXXX XXXX plan that was approved without notifying the homeowner till XX/XX/XXXX. Explained to the relationship XXXX account XXXX XXXX XXXX, that with such short notice and no prior knowledge that the forbearance plan had ended, it would be impossible to pay the XXXX trial payment of {$1600.00} within XXXX days. It was at that time, at the advice of the relationship XXXX XXXX XXXX XXXX, stated the the payment could be paid anytime in XXXX as long as it was prior to XX/XX/year>, and would not be considered a late payment or violation of the trial period and would have no affect on credit reporting. XXXX was asked several times on that call regarding credit and deadline for payment, and each time he stated as long as I call in payment prior to the end of each month DEC-FEB I would be on time with payments. Therefore, at the urgence of PHH account XXXX personell relationship XXXX account XXXX XXXX XXXX, the payment was made on XX/XX/XXXX. 2024. On approximately XX/XX/XXXX, PHH reported XXXX payment as being deliquent to all XXXX credit agencies after the homeowner followed the advice of the relationship XXXX, XXXX. The homeowner should not be responsible for the lack of training of misinformation provided by PHH. My credit report would not have been marked as late for XXXX, had PHH representives stated the correct information. Those calls are recorded, and PHH should investigate the recorded call, the wording, and the incorrect information provided to the homeowner, misleading the customer into thinking his credit rating would not be affected. Please review recordings of the call with XXXX on that date. Since the homeowner was provided incorrect information from PHH, he has since paid XXXX, XXXX trial payments to avoid deliquent credit reporting. PHH should have explained correctly in the beginning.