Consumer complaint received 2021-03-30
Company: GUARANTEED RATE INC.
State: IL
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Investigation took more than 30 days

Complaint:
In XX/XX/XXXX, my husband and I opened a Mortgage loan with Guaranteed Rate. 
Starting towards the end of XXXX, we started to get calls from XXXX stating we hadn't paid our mortgage and we were late with multiple payments. 
In XXXX, we reached out to GR who stated this was incorrect and they owned the loan. 
Most of XXXX was spent calling both GR and XXXX to explain the situation that both lenders stated they owned the loan, neither willing to reach out to the other to sort it out. Both lenders having terrible customer service, either telling us we were wrong or just hard transfers to other departments who couldnt help us either. 
Finally on XX/XX/XXXX my husband spoke to XXXX XXXX at Guaranteed Rate who stated she did see something odd in different systems. She was going to open up an investigation that should result in the payments being transferred to XXXX, so that we could make future payments to XXXX. She was going to having everything corrected and reach back out to us. 
We reached back out to XXXX when nothing happened and the responses stopped. 
After several unsuccessful attempts to talk to someone outside of collections for XXXX, I was finally able to get a rep who would look into the issue a little further instead of just hard transferring the call to collections. On XX/XX/XXXX I spoke to XXXX ( No other information was given ) at XXXX. She sent us the welcome documents we never received electronically and said she was going to open an investigation with her research department to assist us with the mix up. We were supposed to receive something by Monday, but that never happened. 
After a few more attempts, finally on XX/XX/XXXX I connected with XXXX XXXX at GR. She was the only person who helped open this investigation and for that we are very grateful. Although she was only playing middle man she made sure to keep in touch with updates. 
XX/XX/XXXX XXXX stated her servicing department said they did not release the loan and once again we should reach out to XXXX. 
XX/XX/XXXX after speaking with someone from CFPB, I looked up our loan in the XXXX ServicerID system and found out XXXX/XXXX  in fact does own our loan. I sent this over to XXXX immediately, I said I took this as an admission of fault on GR side. I asked how everything would get corrected with XXXX. What would happen with the payments already made and who will pay the fees incurred with XXXX. She would forward it to her colleague in the service department. 
XX/XX/XXXX I received a letter from GR. It stated our loan was now being transferred to XXXX. I immediately reached out to XXXX as well. She said she would forward it to her service department. 
XX/XX/XXXX XXXX said per her colleague they would submit a correction for our credit report. They were not sure why the loan wasnt transferred on time. 
XX/XX/XXXX - They submitted the credit report correction. I followed back up to ask again, have they contacted XXXX, who will pay the fees and what happens to the money they received that they shouldnt have? More over mentioning that we now have had two credit cards close on us as well as a few who lowered the limit because our credit took such a massive hit. She said she would pass that along. 

At this point, we are several months of going back and forth. I am sure I missed some milestones in-between but these are the major points. GR has not really taken accountability for the mess they created and I am unsure how to correct things with XXXX. My credit will never be the same after this since they can do nothing about the cards who closed on us or lowered the limits.

Company response to consumer: Closed with explanation