Consumer complaint received 2021-09-08
Company: MONEY SOURCE, INC., THE
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
1. prior to XXXX of XXXX, we contacted The Money Source to obtain a forbearance of the payments due under our mtg Loan, because of financial hardships that we were having due to the COVID-19 emergency.

2. In XXXX of XXXX, after several prior discussion over a period of time, and subject to and in accordance with the CARES Act and the policies of TMS, we entered into a forbearance agreement with TMS, by which TMS made a forbearance, by which TMS agreed that we would not have to make payments under the Loan for ninety ( 90 ) days 3. In XX/XX/XXXX, TMS informed us that we had the option to submit a loss mitigation package to try to get the money owed, from the ninety ( 90 ) days of forbearance, added onto the back end of the mortgage Loan.

4. It is noted that no mention whatsoever was made at any time by the TMS personnel to us that submitting a loss mitigation package would have any adverse effect on our credit score.

5. By the end of XX/XX/XXXX, we had submitted to TMS the loss mitigation package and all related documents, and were told by TMS personnel that the review process for the approval by TMS of the loss mitigation would be completed within forty-five ( 45 ) days. 
6. During XX/XX/XXXX, pursuant to electronic messaging by TMS to the us, utilizing the TMS online portal for our account, TMS notified the us that the completed loss mitigation package application had been received and was being reviewed by TMS. 
7. Throughout XX/XX/XXXX, we made multiple recorded phone calls to TMS to ( i ) ascertain the status of the loss mitigation package application, and ( ii ) confirm that we would not suffer any adverse credit reporting action by TMS as a result of this loss mitigation package application being submitted. 
8. In XX/XX/XXXX, we received a totally unexpected notification from our credit monitoring service, XXXX XXXX, that our scores had dropped XXXX points. 
9. we immediately reviewed our credit report which showed that on XX/XX/XXXX, TMS had reported us to be XXXX days late in the payment of the Loan, despite the fact that section XXXX of the CARES Act requires that a lender report the account as current for all loans for which the lender has given a COVID-19 payment accommodation like the following accommodations granted by TMS.

10. It is noted that there had been no negative credit reporting by TMS up until XX/XX/XXXX. 
11. On XX/XX/XXXX, we called and spoke to TMS personnel ( in a recorded telephone call ) who assured us over and over again that once our loss mitigation application was complete, all negative credit reporting would be erased.

12. In XX/XX/XXXX, we called TMS to determine ( i ) the status of our loss mitigation application, and ( ii ) when we could again start paying the mortgage payments on the Loan. TMS personnel advised us that we could make a payment for XXXX, but that the underwriting process for our loss mitigation application was still not complete. 
13. In XX/XX/XXXX, about a week later, we again called TMS to determine the status of the our loss mitigation application, and were told by TMS personnel that ( i ) everything was complete, ( ii ) someone at TMS should be contacting us soon to go over documents, and ( iii ) the new mortgage loan ( that would apparently replace the Loan ) to be given by TMS to us would start on XX/XX/XXXX at a 2.85 % rate. 
14. On XX/XX/XXXX, we called TMS because another mortgage payment under the existing Loan was technically going to be due soon. TMS personnel again told us that ( i ) someone at TMS should be contacting us within two weeks to go over documents, and that ( ii ) our new mortgage with TMS was now going to start on XX/XX/XXXX. 
15. In this XX/XX/XXXX call, we again asked the TMS personnel when the negative credit reporting would be erased by TMS. We told the TMS personnel that at this point, the credit report incorrectly shows that we were 160+ days late in payment of the Loan 16. Also in this XX/XX/XXXX call, in response to our inquiries, the TMS personnel told us for the first time that the negative credit reporting by TMS would actually not be erased because of the following : * We were technically no longer in a Forbearance; * A forbearance agreement is the only thing that protects the credit reporting ; and Back in XXXX of XXXX, when we submitted our loss mitigation application, such submission automatically kicked us out of forbearance and terminated the forbearance agreement. 
17. In XXXX we finally got our new mortgage and were shocked to find that the rate had stayed at 5.5 %, not the 2.85 % that we were originally told. We called TMS to find out about our credit reporting and were told once again that the negative credit reporting would not be erased. we chose not to sign the new mtg documents until ( i ) our credit was fixed and ( ii ) we were given new documents with the correct interest rate. 
18. As of today we are still in forebearance on our loan. We have worked with a lawyer on this matter and on XX/XX/XXXX he sent TMS a certified letter demanding our credit be fixed and our interest rate come down and we have yet to here back from them. I am attaching his letter to this complaint. We are desperate to get this situation taken care of. We have had so many missed opportunities because of this negative credit reporting and being stuck in this forebearance.

Company response to consumer: Closed with explanation