Consumer complaint received 2023-07-13
Company: AXOS FINANCIAL, INC.
State: MD
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
We have our mortgage with XXXX. They were amazing during the loan application process, but their payment and billing management is terrible and detrimental to our finances. We closed on our house in XX/XX/XXXX. Sometime a few months later we realized that, despite on-time ( and even early ) payments, our online was consistently showing " past due. '' We had to call several times to get things figured out. Finally, we found a helpful individual ( XXXX, XXXX ) who said he knew the issue and would walk the relevant department through fixing it. He even created a case number ( XXXX ) for us so that we did not have to re-explain the issue every time we called. He explained what happened : Our XX/XX/XXXX, payment was applied to XXXX when it should have been used to XXXX. Our XX/XX/XXXX, revenue was devoted to XXXX and should have been applied to XXXX. Soon after talking to XXXX, this particular issue was fixed ; however, I was not monitoring my credit very much back then. In XXXX at some point, I started to check my credit reports with the agencies. I noticed that XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX payments were listed as XXXX/XXXX days past due. I disputed this with all of the credit reporting agencies. This resulted in an update to my credit report that listed those months as paid on time but added a new ( and inaccurate ) late payment ( XXXX ). I can't remember the details, but we were trying to refinance the house with XXXX in XXXX XXXX, and I brought up the inaccuracy with the loan agent. He was able to get it corrected in about a week. A few months later, I noticed a new inaccuracy ; this time, XX/XX/XXXX was listed as late. We have since then been trying to dispute this with the credit agencies, and Axos keeps verifying the accuracy. We have called and emailed Axos repeatedly to no avail. I typically get confirmation on each phone call that the account has no late payments. I am told to email customer support or that the agent will contact the relevant department and that the issue should be fixed within the week. And then it never gets fixed. Today, I got the experience dispute results back, for the 3rd time, saying that Axos verified the late payment as accurate. I immediately Axos and talked to an agent. She confirmed that there were no late payments in our account and that she saw that we had been calling/emailing/requesting investigation and rectification for over a month. She said she would note this in our files and contact the relevant department to get this fixed within 48 hours. Regardless of if this gets fixed, at this point, our credit has been essentially detrimentally impacted for the last 2.5 years. This has important implications for every aspect of financial life ( insurance rates, car loans, refinancing options, etc. ). I am also concerned that they may not have accurately assessed late fees and interest. I can't tell for sure, and XXXX checked all of this in XXXX. I am including details and evidence in a PowerPoint for your reference.

Company response to consumer: Closed with explanation