Consumer complaint received 2021-12-20
Company: TOWNE MORTGAGE COMPANY
State: MI
Product: Mortgage
Sub-product: FHA mortgage
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Problem with personal statement of dispute

Complaint:
On XX/XX/2021 Town Mortgage flagged my credit report with a comment that said my account was {$1200.00} past due for over 30 days. 
I submitted a dispute through XXXX because to my knowledge this information was not accurate. My monthly payment recently increased to over {$200.00} however there was no email, text message, phone call or voicemail from Town Mortgage to notify me of this change. Nor was there any sort of alert on my online account. I simply noticed this increase on the amount due section when I went to pay my XXXX bill online. 
Town Mortgage claims they sent a letter in the mail but I do not have this document they described in my possession and do not recall ever receiving it. 
I did not have enough money in my bank account to cover the new increased mortgage payment at the time that I originally went online to make my mortgage payment for XXXX, so instead I made a partial payment of {$500.00} on XX/XX/2021 and then made another {$500.00} payment online on XX/XX/2021. This is why I feel that is not accurate to say that on XX/XX/2021 my account was past due {$1200.00} for over 30 days. 
My mortgage account was in fact past due at the end of XXXX but only {$250.00}. This was due to the newly increased escrow amount. However this past due amount was NOT mentioned anywhere on my online account, nor did I receive any phone call, voicemail, email alert, or text message to notify me of this past due amount. The only reason I know how much was past due is because I called Town Mortgage on Friday XX/XX/2021 to get clarification and I asked what exactly is the past due balance? It was then that I was told the past due amount was {$250.00} and I quickly made a payment for that amount online. 
I asked if there was anything that could be done to repair the damage that was done to my credit report due to the misunderstanding which was a result of Town Mortgages lack of notification about my past due balance. I was told that they apologize that their notification system is out of date and that sending letters through the US mail is currently their main form of communication to clients. However they informed me they still would not make a correction to my credit report. 
I feel it is extremely unfair and unreasonable for Town Mortgage to report that my account was {$1200.00} past due for 30 days when it was in fact only {$250.00} past due and I was not given ample notification to resolve this and make the payment. I have a history of paying my monthly mortgage on time with this company without fail for over XXXX years now, and had there been more accurate and up to date information on my online profile I would have taken care of the {$250.00} weeks ago. Instead they left this comment on my credit report and my credit score instantly plummeted as a result of the inaccuracies reported on the past due amount on my account. 
Please consider investigating this dispute further. It would be greatly appreciated. 
Thank you, XXXX XXXX

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation