Consumer complaint received 2021-10-06
Company: SOUTHSTATE CORPORATION
State: FL
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:
To Whom It May Concern : My credit report reflects 2 " dings '' that were made in error by South State Bank. I did miss my XXXX payment by directing the bill pay to the wrong company in error. I had never missed a payment before this and didn't even know I had ( because I had put in the wrong acct. in error ). When the bank contacted me, the customer service representative said to pay the overdue XXXX payment at the same time as XXXX 's. He also assured me there would be no late fee as Id been a good paying customer for several years. I the received a statement that had a balance of {$1900.00} that I paid on XX/XX/21 to cover XXXX and XXXX as directed. My XXXX payment was then made on XX/XX/21 per the bank statement and on time. In XXXX, I paid off my mortgage when I sold my townhome. It is important to note that these were the same months when the bank was converting from CenterState to South State and that my townhome closing was delayed because I could not get a payoff in a timely manner. 
During that same time, I was in the process of buying my new home that was under construction and I had a great interest rate locked in with my perfect credit score. The builder was behind on my home so credit pull had to be redone to complete the clear to close and I was shocked to find this negative recording on my credit. 
I have done my research and went to my bank ( XXXX ) and had all my statements pulled in order to prove that my payments were made on time. I took all this information and I tried repeatedly to communicate with South State people at the 800 number they offered and reached out to my local branch but no one would assist me. I even went in person to the branch and sat down with someone who listened to me but said there was nothing they could do because it was a corporate issue. They would not even provide me with a contact or a phone number to the mortgage dept. Customer service really did not exist at the branch level. Customer support would not answer and when they did they said it would be 5 to 7 business days for " research ''. But no human being was willing to sit down and talk with me and see the evidence presented by my bank statements and dates. My realtor then reached out to the branch and got an email back that branch had received my payments within the grace period but werent sure how I wanted them applied so they didnt get applied to the past due balance. She then reached out to a bank president who tried to assist us but then spoke with the branch leaders and was told Id not been specific about how my payments for XXXX and XXXX should be applied. This doesnt make sense to me as I can not provide guidance through my billpay, Is sent the balance due per the banks statement and I cant imagine why anyone would think Id intended to pay something other than the amount outstanding/due at the time with an exact matching payment for that amount. However, he was able to provide a letter to provide to my mortgage broker that apologizes for the issues, and says the issue was likely due to mistake in applying payment during bank conversion. Unfortunately, this was not enough for my mortgage to be approved in that it did not state the banks error would be corrected and removed from my credit report. The ramifications of this bank error are far reaching. I am currently with no place to live and staying with family. The builder is trying to give me a few weeks to clear up as I have already invested upgrades in this home. This mistake had caused issues for the builder, the realtors, the lender and most significantly Im left with an erroneous credit report caused by a bank who has no one willing to correct that situation. I feel strongly that since I do not have a mortgage with them now that they do not care to put in the required work to repair what they caused. 
I am attaching documents showing correspondence from me and my realtor and bank representatives. Please let me know if I need to provide any other details. 
I also want to note that when i looked up South State there were many other complaints made against them for this same thing. I would appreciate any assistance as time is of the essence. 

Thank you, XXXX XXXX

Company response to consumer: Closed with explanation