Consumer complaint received 2021-03-29
Company: Credit Plus Inc
State: WA
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:
The Mortgage Servicer, XXXX, inaccurately reported a late on my credit the month after I sold my home. The home was sold in XX/XX/XXXX with the loan balance paid down to {$0.00} XX/XX/XXXX. XXXX reported a 60 day late to my credit report for XX/XX/XXXX. I have spoken with over 10 " customer Service '' and " superviser '' roles over the past month and the issue is still not resolved. This has caused me great burden as I am not able to get a pre-approval to buy a home. I have spent over 10 hours on the phone with them over the last month and XXXX hasn't sent me the letter stating that my account has been current at all times and the credit bureaus need to remove the 60 day late reporting XX/XX/XXXX. Every customer service representative and supervisor spoken with confirms I have always been current and have never been late and they have not resolved the issue despite my efforts for their help in this matter. 

Here is the account of actions taken> All calls made PST. 
Persons spoken with in the customer care department : XX/XX/XXXX XXXX. Called at XXXX XXXX. I told her XXXX XXXX listed a mortgage late. She said that XXXX XXXX  does that sometimes but that the late is not on my report. She sees I was never late. 
XX/XX/XXXX XXXX. Called at XXXX XXXX. She put me on hold to look into this. The call immediately hung up XX/XX/XXXX XXXX. Called at XXXX, she picked up at XXXX PST. She submitted a request to the credit department to have a letter written for me and faxed to me confirming I my account has always been paid on time. She told me that she can not give me the " credit department 's '' direct phone number to follow up with them and said that " loss mitigation '' contact info is XXXX XXXX XXXX. She said that the letter was to be faxed in 48 - 72HR and confirmed my fax number. 
XX/XX/XXXX XXXX. XXXX PST. XXXX said the letter was submitted successfully to me. I informed him that I did not receive the letter. He put me on hold to look into it and he ended the call. 
XX/XX/XXXX XXXX XXXX XXXX. XXXX said he does see the fax request opened and closed the next day. He said fax with letter was sent around XXXX on XX/XX/XXXX. He transferred me to his supervisor. 
XX/XX/XXXX XXXX, the supervisor, picks up. XXXX states no letter was sent and that the request for the letter was closed. She said that XXXX can not send me a letter stating that my account has always been paid on time. She said that I needed to submit my credit report through the online portal " contact us '' secure messaging portal. I did so. She said this can take up to 30 days to " dispute '' the late reporting. She sent me the account activity on my loan. This is not suffient with the credit bureaus for the late to be removed from being reported to my credit, per Credit Plus. 
XX/XX/XXXX XXXX PST XXXX picks up XXXX. I request to speak with a supervisor. @ XXXX I am transferred to management. I am on hold until XXXX. The supervisor XXXX picks up. I let her know that I need a letter stating that I have always been current and to remove the late reported for XX/XX/XXXX. XXXX said XXXX doesn't provide letters. I requested exception. @ XXXX XXXX said a supervisor is expediting my request to get a letter generated for me via the " consumer solutions '' department. XXXX said she will check XX/XX/XXXX to be sure the request is processed. 
XX/XX/XXXX XXXX PST. I call and select the " call me back '' option rather than waiting on hold. No call back. @ XXXX PST I call the number again and this time I wait on hold instead of selecting the " request a call back '' option. @ XXXX I am speaking with XXXX XXXX the supervisor. XXXX states that " Since I paid off the loan while it was in forbearance a late was reported ''. She states that the system shows I requested the account be taken out of forbearance XX/XX/XXXX ( a week after the loan was paid down to XXXX balance ). I let her know I did not make such request. She told me she is expediting my request to get the Letter detailing that i have always been current and to remove the late XX/XX/XXXX reported. She informed me I should have this letter by XX/XX/XXXX. 
XX/XX/XXXX call XXXX PST. XXXX picked up XXXX and transferred to me to " leadership ''. XXXX picks up at XXXX. No resolution. I am told to wait. 
XX/XX/XXXX Call XXXX XXXX XXXX added note to the credit letter order and told me this is due XX/XX/XXXX. XXXX confirmed all info needed for fax/email/postal mail correspondence of this letter. 
XX/XX/XXXX XXXX XXXX PST This call lasted until XXXX PST. XXXX XXXX was the supervisor in the " escalations department '' who handled this call. She stated that the request was NEVER PUT INTO ESCALATION and that she was putting it into escalation now. She re-requested my request for Verification of Mortgage payment history which I was supposed to have received previously. 

As of this date I have not received the letter necessary to update my credit report with my lender so I am being denied a home loan. Interest rates have risen significantly since this matter began and this has caused me financial hardship, loss of income from not being able to spend this time working that I have spent trying to resolve this matter. I request full action to help resolve this matter and hold XXXX  accountable for their lack of ability to perform the basic duties of their jobs.

Company response to consumer: Closed with explanation