Product: Mortgage

On around XX/XX/XXXX, a payment was missed, that one missed payment I never realized would put me in such bad standing with your company and my credit. Late payments always affect credit, but I had no idea it would spiral down into such a bad experience with your company. From XX/XX/XXXX until now, I have been relentlessly trying to correct that mistake. I have as of today received XXXX XXXX late payments and XXXX XXXX late payments on my credit report for my mortgage. This is still the truth after I have been advised by representatives including supervisors in the customer care and XXXX XXXX department, to follow their lead since day XXXX of this situation. Luckily, I got XXXX good representative who fully assisted me with a repayment plan unfortunately in XX/XX/XXXX. The plan was to include XXXX, XXXX, XXXX, XXXX, XXXX, and XXXX, so, in other words, a XXXX repayment plan to be finally brought current since before this I made a huge {$8000.00} payment since my account mordaciously was {$11000.00} ( estimate ) past due. Now before I finally agreed to this repayment plan, I asked the representative multiple times if this plan included XXXX 's payment and would bring my account current, the representative reassured me that it would be on both. I agreed to the repayment plan and made all 5 monthly payments on time of {$4000.00}, the first payment was received and processed on XX/XX/XXXX, and the last payment was received and processed on XX/XX/XXXX. Now the program would end on XX/XX/XXXX, which it did, however, my account was not current, as of today XX/XX/XXXX, I am past due {$2800.00}, including late fees which again was told I would not accrue. I have called tirelessly to your company, trying to figure out what happened, and why I am still past due when I was reassured, I would not be. Again, I am being ran around circles with representatives including supervisors of the loss mitigation department telling me different information each time I call. Also as of XX/XX/XXXX, I was told my account would be under investigation by the " XXXX Department '' by a supervisor. On XX/XX/XXXX, when calling Freedom Mortgage Loss Mitigation Department to check the status of the investigation, I was informed that the investigation was closed after review, no notes or reasons why it was closed. This information was given to me by XXXX ID # XXXX and XXXX XXXX # XXXX of the loss mitigation department. As of today, XX/XX/XXXX, XXXX ID # XXXX has put in a request on my behalf an audit of all call logs from XXXX XXXX and have been informed to submit bank statements from June 2024-November 2024 to show each payment was paid in the amount of {$4000.00}. Again, as of XX/XX/XXXX, I was past due, as speaking with Supervisor XXXX ID # XXXX I was informed the repayment plan was not calculated accurately which " could '' be a possibility of why my account is still past due. 


With this letter, I would like to have my account brought current, waive the past due amount whatever you must do, would like the late payments on my credit report. There should be no reason why that was reported in the first place due to the incompetence/ failure of your agents and supervisors. How can someone work at your company and not know the proper information to provide the consumer? This situation which let me remind you started in XX/XX/XXXX beginning with my one-time missed payment which further carried to an even larger past due amount by your misinformation given to me by agents and supervisors alike!!!