Consumer complaint received 2019-04-02
Company: TRUHOME SOLUTIONS, LLC
State: TX
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:
Please see email communications below which read from the most current to past and outline the details of this submitted concern. 

Sent : Thursday, XX/XX/XXXX XXXX XXXX ( customer to company ) FW : TruHome Solutions Concern Hello, As this thread shows, I have been very patience awaiting some form of resolution concerning this 1.5 month pending issue. Since there has not been a response to my last inquiry, I can only assume that feedback from your management team still has not occurred. If true, please note that starting next week I will seek another avenue to resolve this matter. 

On another note, the escrow reimbursement was received at an amount roughly {$600.00} lower than what was advised. While the amount received may be correct, I just want to point out another aspect of this process that has been frustrating. 

Please note that in spite of all of my frustrations I have encountered throughout this refi and I am still appreciative of the service rendered by XXXXX and yourself to close the deal. Unfortunately, I am not satisfied with its overall outcome. In sharing this information, it is my hope that you can provide an update that moves us closer to a resolution before the end of this week. 

As always, your assistance is greatly appreciated. 

Thank you. 


Sent : Wednesday, XX/XX/XXXX XXXX XXXX ( customer to company ) Subject : RE : TruHome Solutions Concern Hello XXX, That statement is not true. The payment for XXXX was made XX/XX/XXXX and my XXXX credit report reflects that one late payment was reported XX/XX/XXXX. Please see the attachments for validation. I appreciate your efforts to assist with bringing this matter to closure. In addition, any update you can provide concerning the escrow reimbursement is also greatly appreciated. 

Thank you. 

Sent : Tuesday, XX/XX/XXXX XXXX XXXX  ( company to customer ) Subject : [ EXTERNAL ] RE : TruHome Solutions Concern Hey XXXXXXX, Ive forwarded this request three times now FYI. I sent it to XXXXXX ( hes in XXXX so not surprised I havent heard anything back from him ), also sent it to the servicing department. I just physically went down and talked to the manager of the servicing department to ask about the situation and he said that their records show that the last payment they received was in XXXX of XXXX so the payment was 60 days late and they didnt report it till mid-XX/XX/XXXX. I thought we only had one payment they reported? 

XXXXXX X. XXXXX Loan Advisor Mortgage Originations TruHome Solutions , LLC www.truhome.com Sent : Tuesday, XX/XX/XXXX XXXX XXXX  ( customer to company ) Subject : RE : TruHome Solutions Concern Following up once again. Requesting feedback on the status of concerns presented in this email thread. 

Thank you. 

Sent : Wednesday, XX/XX/XXXX XXXX XXXX ( customer to company ) Subject : RE : TruHome Solutions Concern Hello,  Hope all is well. Just checking on the status of the negative credit reporting. Also please note that I continued to receive dunning notices, foreclosure communications, etc. throughout the month of XXXX. Not a good customer experience for one who opted to refi with the same company. It is as if the left hand does not know what the right is doing. In addition, please advise when I should expect the escrow reimbursement. 

As always, your feedback is greatly appreciated. 
Thank you. 

Sent : Monday, XX/XX/XXXX XXXX XXXX  ( company to customer ) To : XXXX XXXX <XXXX> Subject : [ EXTERNAL ] RE : TruHome Solutions Concern Hey XXXXXXX, Checking back in on this, XXXXXX has been at his brothers wedding over this weekend. He is supposed to be back in the office Wednesday so I will follow up with him at that time. 

Thank you, XXXXXX X. XXXXX Loan Advisor Mortgage Originations TruHome Solutions , LLC www.truhome.com Sent : Friday, XX/XX/XXXX XXXX XXXX ( customer to company ) Subject : RE : TruHome Solutions Concern Hello, Following up to check on the status of this concern. 

Your feedback is greatly appreciated. 

Thank you. 

Sent : Thursday, XX/XX/XXXX XXXX XXXX ( customer to company ) Subject : RE : TruHome Solutions Concern   Thank you sir. 

Sent : Thursday, XX/XX/XXXX XXXX XXXX ( company to customer ) Subject : [ EXTERNAL ] RE : TruHome Solutions Concern Hey XXXXXXX, I received this and will take necessary steps as discussed via phone. 

Thank you, XXXXXX X. XXXXX Loan Advisor Mortgage Originations TruHome Solutions , LLC www.truhome.com Sent : Thursday, XX/XX/XXXX XXXX XXXX   ( customer to company ) Subject : TruHome Solutions Concern   Good morning XXX, First, I truly appreciate all that you and XXXXX have done to bring my refi to closure. With that said, I want to make you aware of a puzzling email I received from XXXX alerting that TruHome Solutions has reported a 30 days late notification to my credit report. In total shock of this act, please review my reasoning below and note that I am seeking your assistance in hopes that something can be done to rectify this concern. 

After meeting the requirements necessary from a credit perspective to obtain loan approval, the goal was to close my refinance by the end of XX/XX/XXXX. With this understanding, I did not make a payment for that month. In addition, a call from your company was received concerning the same payment ( XXXX ) and seeing I was in process of refinancing, the agent asked me to confirm. Upon doing so, I was informed that my account would be noted. This conversation further assured that a XXXX payment was not required. At the end of XXXX, it was unexpectedly determined that I would need to bring money to close. As a result, I could not obtain the total estimated closing amount until mid-XX/XX/XXXX. As of now, my closing is official and I am requesting that TruHome Solutions  remove the 30 days late submitted to the credit bureaus for my prior loan. Justification for this request is provided in this email as well as the never late payment history I have accumulated since the beginning of my first mortgage with your company in XX/XX/XXXX. 

Please let me know what can be done to rectify this concern. As always, your assistance and response is greatly appreciated. 

Thank you.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with monetary relief