Consumer complaint received 2018-11-06
Company: MB FINANCIAL, INC.
State: CA
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Trouble during payment process

Complaint:
MB Financial maintains two payments were 30 days late. 

The following is my dairy of my actions by phone with MB : Noted Credit Score drop from XXXX down to XXXX. 

I called MB Call Center to inquire why. 
XX/XX/XXXX ( appx ) - I first spoke with XXXX - he said " their system held back a couple of payments because of shortfall of {$1.00} ''. Their system pulled these small shortages from escrow. He indicated our payments never 30 day late. Ever. See attached documents to confirm no 30 day lates. But yet the system accepted our payment. Advised XXXX their online system does not allow the consumer to update contact information, such as phone numbers. He updated our profile from his end. 

Called Call Center again XXXX regarding 30 late showing on all 3 credit reports. No resolution offered. 

Called XXXX called with XXXX, then transferred to supervisor XXXX - too late in day ( after 5 ), he will talk to his supervisor XXXX. 
Said he will call me Monday after XXXX XXXX  PST No return call ever received. 

XXXX Received formal letter from MB stating XXXX and XXXX will remain 30 days late. 
Since no call back received on Monday on XXXX, I called Tues XXXX at XXXX PST on hold waiting for XXXX. He indicated XXXX, XXXX and XXXX are all level 2 supervisors. Should be hearing from them per XXXX today. Emailed proof of payments on XXXX. No return call received. 

Confirmed receipt of Proof of Payments on XXXX per XXXX, Called today, XXXX, talked to XXXX and she sent email to her super regarding credit report update. 

Called XXXX and spoke with supervisor XXXX. Will dive into previous folks. No resolution offered. 

XXXX XXXX called and said super would be calling me tomorrow ( XXXX ). No call received. 

XXXX spoke with XXXX ( very rude ) - I asked for his super. Spoke with XXXX XXXX upper level super ) XXXX apologized for XXXX XXXX rude comments. No resolution. 

XXXX I called MB and finally talked to VP of call center XXXX. He said he will not assist in resolving this erroneous late pay in XXXX. Said system called one phone number and will not call the secondary on file. MB only uses postal service to send letters. No emails are sent, not even to advise consumers to call into MB Call Center to maintain privacy. I advised MB should use email at least to reach out to consumers to call them. He said he " wasn't going to make any effort to resolve any erroneous 30 day late from MB '', even though we have proof of payments. 

XXXX Dispute Letters with supporting docs sent to all 3 Credit Bureaus. 

XXXX XXXX took call. She said XXXX will call me. He is above VP XXXX. Our XXXX payment has not posted in their system, even though XXXX has posted. Confirmed address is correct, even though payments are NOT mailed. Only electronic with XXXX. 

XXXX spoke with XXXX about XXXX payment still not posting in their system. I sent proof of payment on XXXX and XXXX. She said XXXX will call me today. No call received. 
Called back to Call Center - XXXX said payment posted postdated on XXXX. MB having issues with XXXX only, they are aware of their ( MB ) internal issue.

Summary : We don't understand why MB Financial accepted all our timely payments and yet are telling Credit Bureaus we were 30 day late. Documents to support these payments are attached. MB Ledger and our XXXX bank.

Company response to consumer: Closed with explanation