Consumer complaint received 2023-05-01
Company: BOK FINANCIAL CORP
State: TX
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Problem with personal statement of dispute

Complaint:
Currently as it stands, my mortgage provider has falsely reported me for being delinquent in my loan since XX/XX/XXXX. At that time I was on forbearance and should not have been reported delinquent. The issue arose ( discovered exact source of issue end of XX/XX/XXXX ) as my loan was not coded correctly in a change of loan servicer. My forbearance was changing just as a previous mortgage provider sold my loan and because of the limited information from my previous mortgage provider as well as the incorrect coding of my loan we my new service provider, for 10 months I have been at the mercy of trying to straightened things out. 

This is the two scenarios in which my loan should play out under : Senario 1 : Forbearance from end of XX/XX/XXXX- XX/XX/XXXX. 
I was paid 4 months ahead. 
had my loan been coded correctly the 12 payments I had during forbearance would have been put on the end of my loan and I would have resumed payments. Since I was paid ahead four month this would have gotten me to XX/XX/XXXX WITHOUT being behind on my loan. 
I have been told time and time again there is a two month liencency with all loans coming from the forbearance and with the transition from XXXX to BOK. Which would have made my loan ultimately come down in XX/XX/XXXX. However, I was reported in XX/XX/XXXX of XXXX, thus BOK gave me 4 days to report delinquent. When they reported I was reported as more than 120 days. As of XX/XX/XXXX, I would have been 4 days delinquent. So again, incorrect reporting Senario 2 : Forbearance from XX/XX/XXXX- XX/XX/XXXX ( 18 months ) I have been told a multitude of things regarding the extension into 18 months. My most recent understanding is that had my loan been coded correctly in the forbearance then I would have in fact been eligible for another 6 month extension. As discussed, this was something I couldnt apply for as my loan was in transition from XXXX to BOK and BOK had to apply on my behalf. 
Assuming forbearance had ended in XX/XX/XXXX, I was paid four month ahead. Thus making me current on my loan and my first payment would be due XX/XX/XXXX. 




As you can see from either of these examples I have not been fairly reported. I was hoping to make payment for XXXX and XXXX. With scenario 1, I would hope I would only be reported as XXXX months behind in that case. However, if there is also a true window of 6 months before BOK credit department would have reported I would not have been reported until XX/XX/XXXX, which has not even come. As of this exact date, XX/XX/XXXX, I called to make a payment as BOK 's online portal will not allow me to. They will not even allow me to make a payment which we continue the cycle of reporting me while I am trying to pay. 


Can you please review the attached information. You will see I have provided the information about paying ahead. I was paid ahead 4 months + and extra {$1000.00}. As I have tried to communicate to the loan re-modfication team when I have applied, I am not a risky person to lend to based on my credit. My credit has only tanked from the incorrect reporting from BOK. 

copy of letter already sent to my mortgage provider 's credit department : I am reaching out as it relates to the status of my loan as well as what has been reported to the credit agencies and bureaus. In XX/XX/XXXX, I pulled my annual credit report and was shocked to find my XXXX credit score had dropped to below XXXX now fluctuating around XXXX.Going through the credit report I found BOK had reported my mortgage as not paid since XXXX of XXXX. I was astonished given the background of my loan to see this. With the supporting information, I am asking we work as a team to correct my credit as well as make progress on the loan modification or deferral of payments to the end of my loan. Per my last call with BOK, my understanding is there is a lot of mis-information- both given to me in the past, as well as BOK receiving information from my former mortgage holder, XXXX XXXX Mortgage. 

Timeline of events : Under XXXX Go Mortgage XXXX : Paid extra month payments in the months of XXXX, XXXX, XXXX, and XXXX. My loan with XXXX ( taken from another loan provider ) began in XX/XX/XXXX, and within an 8 month period I made 4 additional payments beyond my monthly payments totaling ~ {$8000.00}. See attachment : XXXX XXXX : Now well over a year into the pandemic I was making less deals ( equates to money as I worked in a commision only environment ) than at any previous part of my career. As a safety precaution, I made the decision to put my loan on the forbearance plan. 
XXXX : First time on a forbearance plan as a safety precaution. This was for six months. 
XXXX : Was let go from my job as production had decreased due to the pandemic. 

XXXX : XXXX : Received a letter stating my forbearance had ended and as a result I needed to re-format my loan or extend my forbearance. My foresight was correct as less deals were coming through. Extended forbearance a second time. See attachment : XXXX XXXX : Received a letter stating my forbearance would be ending at the end of XX/XX/XXXX and could make a decision to re-format my loan or extend my forbearance. 
XXXX : Started a new job salaried position at XXXX XXXX. 
-Notified my loan was being acquired by BOK . Provided with multiple incorrect dates at which this would happen by XXXX. 
- I was told I could reapply for forbearance one last time, per XXXX. See attachment XXXX XXXX : Still unsure what direction to take given I was now receiving a salary, but wanted to XXXX out XXXX and pay off some debt that I had begun to build up. 
The last week of the month I was laid off from XXXX XXXX as bottom line dollars were rapidly declining due to prices of chicken and cost of supply chain logistics due to XXXX. 
This last week of XXXX I decided I would extend forbearance a third and final time. Upon calling XXXX, I was told due to BOK taking my loan over within the next few days there was nothing they could do as my loan was already in transition in the background. 
Under BOK Mortgage XXXX : The day my loan was officially acquired by BOK I called the number provided to me by XXXX. This was the beginning of the month. There was nothing in the system. I continued to frequently call - at some point I was told it would be at least a two week process until all the loans acquired from XXXX were in the BOKs system. The gentleman helped me apply for forbearance - this took a while as BOK didn't have any prior history of my loan. On XX/XX/XXXX I had emailed XXXXBOK a statement, as requested by this gentleman, ( attachment 3 ) showing I had been on forbearance and could re-apply. In addition, he talked about applying for the loan modification program within BOK in the event I was denied. On XX/XX/XXXX I sent in the loan modification application provided and the supporting documents. BOK online portal showed my application was successfully completed and I needed to wait to hear back. 
Ultimately, it was towards the later part of the month before my loan was in the system and a BOK representative could help me further. At this point, I had made a lot of initial calls as I wanted to ensure my loan got on the third round of forbearance ( unable to do anything online as my loan was not being serviced by XXXX and BOK didn't have it in the system ). 
XXXX : It has been determined by BOK I was not eligible for forbearance as the only parties which were eligible for three rounds of forbearance had to initially enter their first round of forbearance before a specific time ( I think it was a specific month in XXXX don't recall the exact date provided to me ). As per above, my first round started in XX/XX/XXXX, and that date did not meet the requirement for the third round. This all took a while to get to an answer as the BOK gentleman had to apply on my behalf and use the little information he had access to at the time. I was rejected based on the date in which I initially went on forbearance. 
- At this time my application for loan modification was still under review. 
XXXX : My application for loan modification was still under review XXXX : My application for loan modification was denied with no further explanation. 
XXXX : I called BOK on XX/XX/XXXX to discuss what options I had available. I was told I had none. I asked if we could at least move the initial payment to the following month. I was told by the BOK representative she was unsure if this could be done and she would get back to me. I never heard back from the representative. 
At another point, I believe around XXXX, I called to follow up. I was told nothing about my request as any deviations go through a list of investors and can not get an immediate yes/no just through a manager or BOK department. The representative on the phone this particular day decided to look and see why my loan modification was denied as it did not make sense to me and was never provided an explanation. I was told it was because my application was missing some supporting documents. I never received an email, phone call, or letter in the mail stating anything other than my application was fully completed. On this call, I was told I could re-apply given I was rejected for loan modification solely on the fact BOKs investors needed more information. At some point I receive a new application which I can reapply. In doing so I find out the application is completely different from the initial one I was provided with in XXXX meaning there was no way for me to know my initial application lacked documents needed by the investors. 
Side note : It was my understanding until the loan had been re-modified payments were recommended, but not necessary as those payments could also be included in the loan modification. Furthermore, it was said to be due to the timing in which my forbearance changed and the loan changed servicers, there was a leniency to payments while loans got in the system and sorted out. 
XXXX : XXXX : - Post holidays I finally have time to re-apply - On the XXXX I sent a dropbox link with the application and the supporting documents - On the XXXX I sent 3 emails to XXXX with the same application and supporting documents that are in the dropbox folder - I also discussed with a gentleman using IRA support documents. He told me he would email, but I never received it. Upon following up, I was told he left no note of this conversation. 
XXXX : - Due to the amount of time it has taken with the loan modification program and response time from BOK, I decided I was going to take out a second mortgage on my home. As a result of re-doing/adding onto the kitchen and adding on a 3rd bedroom and bath, I have built considerable equity in the home which could be used to bring my mortgage current. 
- The first place I applied I was rejected based on my credit score. Which leads me to pull my credit score. 

As this letter initially stated, it was at this time I discovered BOK had reported me for not making a single payment since XXXX of XXXX. After finding this out, I immediately called BOK on XX/XX/XXXX. I was told a host of things - XXXX and I discovered an abundance of incorrect information ( or lack thereof ) had been previously provided to me from BOK. In our time talking, I was told when my loan was taken over by BOK they were given no prior information of my loan being on forbearance. I was told since my file didn't have the forbearance information it appeared I had not made a payment since XXXX of XXXX. This is exactly what was reported to the credit bureau. This is factually incorrect : - BOK was given notice on XX/XX/XXXX ( attachment 3 ) showing a letter from my previous mortgage provider I was in fact on forbearance. While I was on forbearance, ones credit score should not be negatively impacted. This was mandated by the government. During my call on XX/XX/XXXX I was told BOK still had no information I was on forbearance and the loan is noted as failure to pay during the entire time I was on forbearance. 
- Again, I will note, and as I have included the information regarding the 4 additional payments made in XXXX with GSF. This is important as the months reported paid XXXX, XXXX, XXXX, and XXXX of XXXX I was on forbearance. I did not pay those months - my previous 4 extra payments which I always intended to be principal payment were then reported from XXXX to BOK I had paid those 4 months, when in fact I did not. 
As for any month beyond when my forbearance officially ended, I was completely mis-guided as to the status of my loan while applying for a loan modification. I was told there-was some leniency for those coming off forbearance and the time applying for the loan modification program. It was always my interpretation the time frame from forbearance ending to a re-modified loan would be included in the loan re-modification. 
As I write this on XX/XX/XXXX I have still yet to hear anything in regards to the loan modification I re-applied for in XXXX of XXXX through the mail or by email. The only mail I have received from BOK is my monthly statement, letters regarding a potential foreclosure, and most recently two letters regarding how to get rid of PMI. 
While XXXX is responsive when called, I am given incorrect information and very rarely do the BOK representatives follow up when Im told they will. Of all my calls, the only representatives which have been helpful were the lady in XXXX of XXXX willing to dig into why my initial application was denied, and most recently XXXX XXXX on XXXX. Both of these representatives followed up when they said they would. No other representative has held to their word on follow up - this includes information about status of my loan re-modification or sending/mailing/emailing documents discussed. If properly followed up by BOK I would have sent in all the information last fall. 
I would like to call attention to the time gap in between my phone call in XXXX regarding my credit report and the time in which this letter is arriving. My fireplace had an issue in XXXX during the Texas freeze in which Ive been very bogged down dealing with the aftermath and all the steps to remediate with my insurance company. My timeliness is not reflective of how significant this matter is to me and finding resolve. My priorities were handling the immediate need of moving out and securing a new location, rebuilding personal belongings, etc. while my house is remediated from the smoke damage. 
With the information provided, I hope we can come up with a few solutions. At a minimum, 12 months should be reported on forbearance, not as not paying. I believe I have supplied sufficient information in the attachments showing I was in fact on forbearance and was not delinquent in my loan. Furthermore, the matter of the timing of which my specific loans forbearance ended/needed to reapply along with the timelines of the loan switching to BOK my loan was coded incorrectly and should have proceeded through a different route 10 months ago. If I had still been in forbearance when BOK acquired my loan, I would not have been reported to the credit bureau for the 12 months, and I firmly believe any loan re-modification application would have thus gone more smoothly. 
Outside of the credit report needing correcting, I would like to raise attention to the investors how significant this appeal is. The incorrect credit reporting is one of the reasons I am not being accepted for a loan remodification as my low credit score makes me look like a risk.Had the credit reporting been shown I was in forbearance, I am positive my score which previously hovered around XXXX would have been accepted as such a credit score would not make me a risk to lend to. 
Additionally, if the credit can be correctly reported and fixed I would also be accessing additional capital of ~ $ XXXX of equity I have built in my house. That would be more than enough to make the loan current and not even have to go through a loan re-modification. 
As the investors look at me as a client, I would like to call attention to the remainder of my credit report. As an investor can see on my credit report, I have never missed a single payment on any debt. In addition, I also fully paid off close to $ XXXX of student loans well before the age of XXXX - which was not an easy achievement. I care an immense amount about not living in debt and staying current on all bills. I call to an urgent remedy to the incorrect credit reporting as well as the miscommunication towards me as a customer in payments being included in a loan re-modification. 
I hope this matter can be attended to in a timely fashion and with clear communication.

Company response to consumer: Closed with explanation