Consumer complaint received 2018-07-01
Company: Union Home Mortgage Corp
State: NJ
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: Problem with personal statement of dispute

Complaint:
My name is XXXX and my husband is XXXX XXXX XXXX XXXX. We have been married for 27 years. I have a XXXX year old son who just graduated from collage and XXXX year old daughter. We have owned our home in XXXX XXXX XXXX, NJ for 19 years and recently decided to buy an investment property and fix it up to rent in XXXX XXXX, NJ in XXXX of 2017. My and my husbands credit score was XXXX and I am a XXXX of XXXX XXXX  and my husband is an XXXX XXXX. Our current mortgage is $ XXXX/month set up to have the home paid off by my age XXXX. I set up the mortgage payment for the investment property in XXXX XXXX, NJ to be paid by auto-pay {$780.00} on the XXXX of every month with the first payment due on XXXX with XXXX XXXX XXXX  XXXX XXXX XXXX XXXX, XXXX, NJ XXXX phone number XXXX. I told this company that we have one email it is XXXX and I do all of the bills in the house and everything goes to my email because we only have one and my phone number. They told me that they understood and would use my email and my phone number as the primary contact on the account. But insisted on using my husbands email for security purposes and is phone number as well as a secondary contact. So we had to create an email for my husband. 

On XXXX the mortgage payment was not taken out and it took my until age XXXX to have an excellent credit score and I didn't want anything to affect my credit poorly. So I just paid it that day online. A couple of days later the payment was deducted. So, I called and asked them if they could apply this payment to the XXXX payment. I spoke with a young woman who told me that the first payment was actually paid at closing and the first payment was not actually due until XX/XX/2017. She said that they can not refund the money that they will put a stop on the auto pay and apply the automatic payment to XX/XX/2017 and the other payment I made online to the XX/XX/2017 payment and my next payment would not be due until XX/XX/2017. 

We were going on vacation to XXXX on XXXX and not be home until XX/XX/2017. Therefore, I called the woman back just to be sure the 1st payment was paid at closing and the the next payment is not actually due until XX/XX/XXXX and she said yes and that she set it up to restart the auto-pay again on XXXX. 

We went to XXXX and came back to find a letter stating that we were put into collections for non payment on two mortgage payments. I called the company immediately and they told me that they emailed us twice and called twice and no one responded so they put it into collections at 60 days delinquent. They said the first payment was due in XXXX not XXXX. So I paid the XX/XX/2017 and XX/XX/2017 payment and the XX/XX/2017 payment did not auto pay and then on XX/XX/2017 the next payment was due and therefore we are 60 days delinquent and therefore legally they are allowed to put us into collections. They must have a record of the phone call that the woman told me it would auto pay in XXXX. But when questioned, they said they did not. All phone calls are recorded. They " can't find '' these phone calls. I said, " I was set up for autopay in XXXX, so if I owed in XXXX why didn't I receive a phone call before I left for XXXX, to tell me that my mortgage payment wasn't paid. He told me that there is a grace period and then they emailed and called my husbands phone and email. We were out of the country and could not use our phone and he had no messages left on his phone that our mortgage wasn't paid. We made up his email for the mortgage and never check it anyway, they told us that my email and phone would be the primary contact. 

I asked why wasn't the XXXX payment taken out with auto-pay as it was set up and you could have contacted me about my XXXX payment. He said that when an account is delinquent it automatically stops the auto pay ( how does that make any sense at all ) so that is why the XXXX payment was not taken out on XX/XX/XXXX. 

I spoke with customer service, I asked for the managers, I took this dispute to the highest level with the company and none of the managers would even call me back. After many phone calls of customer service reps who assured me that a manager would call e back and did not, I finally called again, did speak with one who told me that they are well within their rights to put me into collections for this and they would not take it off of my credit report. 

I said, " What about this scenario makes you think the we are trying to get out of our mortgage payment. '' " The fact that my mortgage payment is almost {$3000.00} a month and has never been late? the fact that this is an investment property and mortgage is only < $ XXXX/month? or the fact that my credit score is XXXX? or the fact that I had auto-pay set up for monthly payments? or maybe that I paid the first payment twice. '' and if they were calling my or my husbands phone we were out of the country at that time and there were no messages on either of our phones. 

I feel that this is a poorly run company that had ruined mine and my husbands credit score which is now XXXX when last year at this time was XXXX, over a billing error, not a delinquency. I was set up for auto-pay which they turned off and did not turn on until XXXX instead of XXXX, this is there error, not ours and now suddenly the company who records all phone call, " can not find any record of the phone calls of the woman telling me that the next payment would auto pay on XXXX and they do not care that the payment should have been auto paid in the first place. They are the ones who set the auto pay to start at the wrong time. 

I do not know if there is anything else I can do to resolve my and my husbands credit report situation or if there is anything you can do to help me but I am refinancing right now to get a lower interest rate on my primary residence and the mortgage companies executive solutions consultant suggested that I contact you and sent me this link. 

Once again, I am attempting to resolve this issue. I think that this was a billing error and not a delinquency. My credit is now destroyed because I bought an investment property. I will refinance that loan when this is resolved because I do not want to give them another XXXX of our money. They were rude and would not even return a phone call. They were not concerned at all about how this effects our credit and refuse to take it off of my or my husbands credit report. 

We are very frustrated and feel helpless. If there is anything you can do please feel free to contact me.

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 explanation