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

My wife and I re-financed our home XX/XX/2020 with XXXX XXXX and Loan Depot. We signed the documents and we were told that everything was finished. I should mention, a tornado hit the area the night before we refinanced, but the only change we were told was that we had to go to a different location to sign everything because the Title Company lost power at one office. 

On XX/XX/2020, I received an email from XXXX XXXX 's assistant stating we needed to get a final payoff from our previous mortgage holder so they could complete the refinancing. Over the course of the next few days, I was told by XXXX XXXX over the phone and email that the tornado meant we needed to have someone look at the house, which delayed the ability to finalize the re-finance. I was also told that the problem was our Title Company was refusing to work with Loan Depot and that our Title Company waited until the last minute to notify Loan Depot anything further was required. After several days of this, I finally called our Title Company, and I was told they were actually waiting on Loan Depot, that they notified Loan Depot right after the tornado that they would need someone to go look at the house and we only required a new payoff amount because Loan Depot took so long to get everything together. I was also told by our Title Company that they had an email chain showing Loan Depot was notified of the requirements, and then when Loan Depot delayed on sending in the notice that the house had been checked that they emailed them immediately to notify them they would need a new payoff amount. They also said they had given Loan Depot a few options to try and resolve it quickly, such as agreeing to accept a larger payment from Loan Depot to cover the difference between the old and new payoff balance. It was then that I was told my wife 's credit and her father 's credit may reflect a missed mortgage payment because of the delay and Loan Depot 's choice not to cover the difference. This was never mentioned by Loan Depot. I also mentioned Loan Depot said that our Title Company was requiring we turn everything in by Wednesday, and I was told that that deadline came from Loan Depot, not the Title Company. 

I then emailed XXXX XXXX a summary of the conversation, as well as my worry that my wife 's and her father 's credit would be negatively impacted. He then called me and said that there was no way the credit would be impacted because he had personally made sure our previous mortgage company was aware of the status. He then said that if it did become a problem he would correct it immediately. He also admitted the deadline was on his end but that it wasn't set in stone, apologized that Loan Depot caused the delay, but said that they were going to handle it. He complained that our Title Company was being unreasonable and refused to work with them. He then said he even offered to pay extra to cover any difference in pay amount. I told him our Title Company said they suggested he do that and Loan Depot said no. He said that that was not the case, but when I offered to do a three way email between Loan Depot and the Title Company because they said they had an email chain he said he'd just call the Title Company and see if the offer stands and if not then we could do it my way. 

The closing was then finalized sometime in XXXX. Sometime in XXXX or XXXX I called XXXX XXXX because my wife and her father 's credit showed a missed mortgage payment and each took a XXXX point credit hit. He told me it would be taken care of immediately, but I would have to wait over XXXX  days for it to reflect on the credit reports. 

Her father 's credit was then fixed, but my wife 's credit was not. I then called him again in XXXX and told him her credit still was not fixed, and he said he would fix it immediately. When it wasn't fixed in XXXX I emailed him XX/XX/XXXX to let him know that it was still showing the credit issue and asked what the problem was. When he did not reply I emailed him XX/XX/XXXX requesting an update. 

He replied XX/XX/XXXX that he was waiting on feedback from the credit bureaus to give me an update. Since then, I have emailed him XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX asking for updates and why it is taking so long. He did not respond to my XX/XX/XXXX email, and as of today, XX/XX/2020, my wife 's most recent credit report came out and it still reflects a missed mortgage payment. It has been XXXX XXXX of her credit being impacted.