Consumer complaint received 2022-05-16
Company: United Shore Financial Services, LLC
State: NY
Product: Mortgage
Sub-product: Conventional home mortgage
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Investigation took more than 30 days

Complaint:
On XXXX XXXX, XXXX the loan was registered for Autopay effective XXXX XXXX, XXXX ; for which I received a confirmation email from United Wholesale Mortgage on XXXX XXXX, XXXX stating Congratulations! Youre enrolled in auto bill pay! We will automatically process your first payment on XX/XX/XXXX, XXXX 

On XXXX XXXX, XXXX I received a phone call from a representative at United Wholesale Mortgage, notifying me that my account was delinquent and no payment was received for XXXX or XXXX XXXX. I was surprised and confused since I had set my account to be automatically drafted. The representative checked the account and noticed the autopay was deleted from their end. I was asked to make the payments for XXXX and XXXX XXXX ; which I made right away from the same account that was enrolled in autopay. The representative removed the late fee charged to the account since they realized it wasnt my fault. 

On XXXX XXXX, XXXX I re-enrolled the account under autopay for the same checking account and received confirmation emails again ( XXXX XXXX ). A week later, I checked and noticed the account had the autopay toggled to Off again! I didnt understand what was going on and chatted with a representative to find out. After some time, I was informed I could not use someone elses checking account ( my moms, who is the co-property owner, but not on the loan ) without an authorization form. Which didnt make sense since with our old mortgage servicer, it was never needed. During the call, I checked my credit score and noticed a tremendous drop from XXXX to XXXX. After diving deeper, I realized on XXXX XXXX, XXXX United Wholesale Mortgage reported the account past due, with a balance higher than the original loan amount ( the loan was just refinanced in XXXX XXXX ) ; even though I brought the account current a week ago before the reporting date. I informed the representative about my credit drop and was told to call in to customer service instead. When I called in, I was told they could not fix the previous credit information sent and I should file a dispute with the credit agencies. 

On XXXX XXXX, XXXX I submitted a dispute with all three credit agencies for my account at United Wholesale mortgage. Recently, the disputes were just completed and while the account balance was updated, the payment history still reflects the month of XXXX XXXX as over 30 days late ( which is incorrect since XXXX wouldve been late ). Neither of the months ( XXXX or XXXX ) should be marked as late since it honestly was not my fault. I had enrolled my account in autopay and was provided a confirmation, so my job at that point is just maintaining an adequate balance in my checking account to make sure the debit clears. I didnt check my account and neither did I receive any letter, email or call notifying me that my autopay was deleted and my account was past due. When I did receive a phone call, I made the payments right away. 

Recently, after submitting the third party authorization form to use my mothers checking account for autopay, it was deleted again because I have to submit a pre-printed void check along with it ; which I was informed by mail this week. The representative told me nothing about this and it seems to be a constant issue, where Im only receiving half the info. I was also told a letter was sent out in XXXX XXXX to notify me of the deletion, but I never received the letter. Had I received it, I wouldve made the XXXX payment manually. 

I submitted this info to United Wholesale mortgage, but they rejected my request to correct the late payment report. Now they are deliberately not reporting my payment history to credit bureau 's. As of XX/XX/XXXX the last update on my XXXX mortgage account was on XX/XX/XXXX ( XXXX ) and XX/XX/XXXX ( XXXX ). XXXX still shows I am XXXX days late on the account, while XXXX shows XXXX payment for XXXX and on-time payment for XXXX. However ; I've already made XXXX and XXXX payments which they are not reporting. Other than the XX/XX/XXXX payments, I made payments on XX/XX/XXXX ( for XXXX ), XX/XX/XXXX ( for XXXX ) and XXXX XXXX ( for XXXX ). Yet they are not reporting all these payments, which is over a XXXX month lag period. This was never the case before the request and now the lender is making things worse for me.

Company response to consumer: Closed with explanation