Consumer complaint received 2023-08-25
Company: MIDFIRST BANK
State: CA
Product: Credit reporting or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
I received an alert on all 3 credit reporting agencies that midland reported me late in XXXX. I called midland and spoke to a rep who informed me that it was an error on their part and it would be fixed and here we are in XXXX it has not. Furthermore, when I applied for the mortgage assistance program in XXXX, I called yo verify when was the last date for the paperwork to be due since I had also applied for the state assistance and the rep told me to mail it no later than XX/XX/XXXX. I mailed it in about XX/XX/XXXX, XXXX  confirmation it arrived before XX/XX/XXXX, only to be told that they couldnt accept the document because the rep told me incorrect information and it was due earlier and that it was my fault for the rep telling me wrong information because I can read and the paperwork stated XX/XX/XXXX. I informed the rep that his behavior is so unacceptable because we rely on the reps as subject matter experts and if the information told me was wrong, it wasnt my fault and who even makes such a comment Nevertheless, I went and put in a new application for mortgage assistance right away and when I called to follow up, I was informed by the rep that for some reason the system errored out and I needed to complete a new application so I have consistently made payments and been in touch with midland so there should not be any late payments reflected Please fix my credit report and stop blaming me for your error and misinformation Another incident occurred yesterday XXXX, when I returned to the states after burying my father in which I saw that my monthly mortgage payment had increased. I spent an hour with the girl arguing me that the higher payment was due to a calculation that their evaluator performed and when I pressed her how was the amount derived she said she didnt have the information, when I asked her to reach out to the evaluator she says she didnt have access to the evaluator giving me the run around. She then changed her story after I asked her if it was her back account or any of her acct if she would be satisfied not knowing how an extra payment was calculated she then came back and incorrectly said the calculation was due to escrow evaluation showing a shortage in my acct. I asked to be transferred to the escrow department in which he informed me the rep told me the wrong information as I actually have a surplus in my account and then I asked to be transferred back and asked to speak to a supervisor who apologized for the miscommunication and I brought his attention that their own website under the escrow tab shows I have a surplus, therefore their should have been a decrease and not an increase and he apologized said he couldnt fix it on his end but he would forward to the appropriate department. As of today XXXX, I am waiting for the fix per suoervisor XXXX who stated he escalated my concern and correction of my account As of XXXX, I spoke to supervisor XXXX- id XXXX, who is again looking into the credit reporting issue to get this resolved All in all, it is very frustrating and take days out of my time and work having to deal with midland mortgage incorrect information by reps, inaccuracies and blaming the customer and ultimately going back and forth with the customer to fix their error of information in a timely manner

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 non-monetary relief