Consumer complaint received 2020-11-26
Company: Union Home Mortgage Corp
State: TX
Product: Mortgage
Sub-product: FHA mortgage
Issue: Trouble during payment process

Complaint:
In XX/XX/2020, I received a notice from one of the credit bureaus that I missed a payment on one of my accounts. Upon further investigation, I discovered a forgotten mortgage payment. Once I uncovered this mistake, I promptly submitted a payment. Unfortunately, it was already thirty days late. This is the first and only time I've ever missed a payment. Yet, the incident has had significant ramifications on my livelihood. My credit score dropped by 100 points ove
rnight, which had a profoundly negative impact on my business. I immediately called a customer service representative from Union Home Mortgage and asked them to forgive my error based on my excellent payment history. The representative informed me that she could not find any late payments and that some mistake must have been made, which required further investigation. 
The following month, I disputed the late payment with each major credit bureau, based on my understanding that no late payment was present. In XX/XX/2020, the credit bureaus concluded that the late payment was legitimate and could not be disputed. 
Once I received this information, I contacted Union Home Mortgage to clarify the conflicting conclusions. The representative informed me that if I sent a goodwill letter, they might remove the late payment at their discretion. In XX/XX/2020, I submitted the letter and told them that I took appropriate actions to ensure this would never happen again. 
I sent it to every address listed on the company website to be sure it would be received. After multiple weeks with no response, I decided to fax the letter, hoping for a faster resolution. On XX/XX/2020, Union Home Mortgage informed me that they would not forgive my late payment because forgiving late payments goes against their company policy. 
I have spent the last several months attempting to receive accurate and responsive information from Union Home Mortgage. However, they appear incapable of answering basic questions and giving thoughtful and truthful responses to their customers ' inquiries. I am left with several unanswered questions : ( 1 ) Why would a representative be unable to establish whether a late payment was present on an account?

( 2 ) Why would a representative give advice that runs directly counter to their company 's standard operating procedure?

( 3 ) Why would a mortgage company make late payment forgiveness impossible, no matter the circumstances? ( 4 ) Why should a simple problem, like a late payment, take six months and tens of hours to resolve?
I am shocked by the routine lack of professionalism, candor, and care shown by Union Home Mortgage and their agents. Therefore, I am filing this complaint to receive a modicum of closure and gain answers to what can only be described as a disjointed and confusing mess. Thank you in advance for any efforts given toward a resolution.

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