Product: Credit reporting, credit repair services, or other personal consumer reports

I am writing to formally complain about an issue with members of the XXXX XXXX XXXX XXXX XXXX XXXX. I contacted XXXX customer service in XX/XX/XXXX to request a forbearance on my home loan. I had gone out on sick leave for several XXXX. I was out of work from XX/XX/XXXX through XX/XX/XXXX during the pandemic. I was granted a forbearance on the account. At the time, they told me that a negative report would not be sent to the credit bureaus. I am now in the process of selling my current home and purchasing a new home and discovered that XXXX had indeed reported me late on my mortgage for over 90 days for the month of XX/XX/XXXX and XX/XX/XXXX. 

I contacted customer service last week and spoke with a young lady by the name of XXXX. She looked at my credit account and informed me that XXXX had not reported me late on my mortgage. She told me to fax the documents to XXXX so that they could see where it was reported late and they would fix the problem. 
This situation has put me in a precarious position. I was granted a Forbearance and was not told that if it wasnt COVID related I would receive negative reporting on my credit. 

I contacted XXXX on today, XX/XX/XXXX and was informed by XXXX in the Collections Department that XXXX would not be fixing the error. I was on the phone with XXXX for close to one hour. XXXX then informed me that he was notified by someone that I was not out on COVID and they will not be changing anything on the credit reporting. I tried to get the names of everyone he spoke with and he refused. I also asked for his last name and was refused that also. 

When I applied for Forbearance during the COVID19 pandemic none of your account managers mentioned any other requirements to me regarding why I was having a hardship. I am very displeased with this process. During the forbearance period I pulled money from my XXXX account and paid {$5000.00} to XXXX in an effort catch up on some of the payments. Although I was told not to make any payments during the Forbearance period. I acted in good faith. In good faith I applied for the Forbearance program during the pandemic The XXXX employees that I spoke with regarding this matter were rude, argumentative and disrespectful. I tried to explain during several telephone calls that I was never given any information on negative credit reporting. In fact, I was told that my account would remain in good status. 

I was refused a supervisor each time I requested to speak with one. XXXX told me that the notes were right there in the system and that there was no need for me to speak with a supervisor. He said that I had been told this on several occasions and he would not transfer me to anyone. 

As a XXXX veteran, I have been with XXXX since XX/XX/XXXX and have never been late on my mortgage. I was so pleased with this company that I reached out to them again when I purchased my third home. 

In this how XXXX treats its military veterans customers? I request immediate correction to my credit report. Your company made the error in not keeping your word to me the client. I am a XXXX XXXX Veteran and single mom who has trusted your company to provide the best client care possible and I have not received that.