Consumer complaint received 2020-09-09
Company: ARVEST BANK GROUP, INC.
State: CO
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: Investigation took more than 30 days

Complaint:
Timeline : * On approximately XX/XX/2020, I received a letter from Arvest Central Mortgage ( " Arvest '' ) dated XX/XX/2020 informing me that the servicing of my mortgage had been transferred from XXXX to Arvest effective XX/XX/2020. The letter stated that my unpaid principle balance was for {$12000.00}. ( copy enclosed ) * I promptly sent a check for the amount of {$12000.00} to the address indicated for payments. 
* Check was returned * A statement, dated XX/XX/2020 was sent to me with the final payoff figures totaling {$12000.00}. I, again, promptly sent in another check with the amount indicated to pay off the loan. ( copy enclosed XXXX In a letter dated XX/XX/2020 I received a letter congratulating me on paying off my letter in full with a payoff date of XX/XX/2020. ( copy enclosed ) * On XX/XX/2020, my credit card company informed me that my credit score had suffered due to a " delinquent status '' as reported by Arvest coincidentally on the same date as my payoff date or XX/XX/2020. My credit rating dropped from XXXX down XXXX points to XXXX. 

*I promptly called Arvest the same date and talked with several representatives ( the one I started with was " XXXX '' ). I was informed that Arvest did not report to the credit bureaus and, in fact, were prohibited by law under the Real Estate Settlement Procedures Act " RESPA '' - the first I had heard of this Act. I was able to convince them that they did indeed do the reporting and was told the only way to " fix '' the mistake was to file a dispute. I promptly did and also filed a dispute with all credit bureaus, The initial delinquent status was removed but my credit rating did not recover to XXXX. 
* On XX/XX/2020, Arvest again reported me as delinquent ... ... I immediately called Arvest and they were as XXXX  as me ... perhaps more XXXX than founded ... ..I was told that they would immediately start working on it and that I would not have to file a dispute as they recognized that they had a reporting issue .... 
*Today is XX/XX/2020 - I just completed yet another call with Arvest and spoke with " XXXX XXXX who informed me yet again that there was no way they had reported it.. After encouraging her to read my file she put me on hold for several minutes and then informed that the person who was working on it " was away from his desk ''. 
*To summarize - Arvest is continuing to report me as delinquent on every scheduled payment even though 1 ) the loan was completely paid off on XX/XX/2020 as even they acknowledge by letter, 2 ) I STILL have not received my lien release ( they informed me it as in process ), 3 ) My credit rating has suffered severely dropping from the highest percentile to " average '' through no fault of mine, and 4 ) They are PROHIBITED BY LAW to report anything to credit bureaus within the first 60 days of transfer. 
I NEED HELP AS THEY ARE TO INCOMPETENT TO FIX THEIR OWN MISTAKES.

Company response to consumer: Closed with explanation