Consumer complaint received 2019-12-04
Company: Fay Servicing, LLC
State: CA
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account information incorrect

Complaint:
Hi I have a mortgage account with Fay Servcing ( loan # XXXX ) On XXXX I made a payment. Via Fay servicing. Phone payment system In {$3000.00} For month of XX/XX/2019 To be deducted from my XXXX XXXX  account ending XXXX. The the phone system issued the confirmation # XXXX For the transaction. ( payment was made within grace period time ) then I had to go for a long trip out country for a long period of time with no access to my bank accts .to Varify the transaction that was made on XX/XX/2019 .since I had fund in my account I was not worried about the transaction But later on in almost in middle of XX/XX/2019 I recieved a alert notice. From XXXX  credit Monitoring Indicating That there is a negative 30 days late notice Was reported by Fay servicing On. My Mortage acct # XXXX Which as result of that negative report Created substantial decrease to my fico score I immediately called Fay servicing And talked to one of their teller regarding The problem ( Mr XXXX ) He checked The account and said the account was paid for month of XX/XX/2019 and all my checking account # are correct I told them I made my payment through their phone payment system and he Claimed he do not know what had happened since i had transaction confirmation # XXXX dated XX/XX/2019 He told me I may have insuffient fund in My checking account. I check my bank account I had planty of fund avl. On that Time period to cover the mortgage payment. ( I am including a copy of my bank statement ) And ask him to double check all my checking account in their system to make sure the transaction was properly deducted from correct acct. 
he did a quick check in all checking account. He found out two mistake two accounts and he deleted extra account from their system and only left the XXXX  checking account there Now he asked me to pay a payment to bring the account to current status for month of XX/XX/2019 and he was applying The payment to XXXX XXXX account ending XXXX and issue a new confirmation # Before he applied the payment Their phone system will verify my existing XXXX XXXX acct. by last 4 digit of my bank account to make sure that is right account to be used for paying the payment - he insist that. The last 4 digit are correct Then I insisted to him to read /repeat to me the entire XXXX XXXX account that was Recorded in their system At this time he told me that my XXXX XXXX  checking account # was wrong Then I ask him to correct it and then applied the payment to my mortgage acct He told me appreanlty that was the technical error that cause this negative 30 days late That created a false negative 30 days late report to my credit report Due that fact that my bank rejected the transaction requested by Fay servicing Because the my checking acct was not Recognized by XXXX XXXX electronic system At the end of my conversation with Mr XXXX At Fay serving he told me he had noted the account and problem And will ask for waiving the late fee Which did not happened yet And for 30 days late report he told to request a dispute from 3 burea ( XXXX XXXX XXXX XXXX ) Which I did But responded that the Fay servicing is claiming the information That was reported is accurate there for The 30 days late can not be removed Then I contacted the fay servicing twice via email to account manger XXXX XXXX XXXX XXXX . But no response at all I disputed for second time through XXXX  With full explanation of  the nature of happened during that XX/XX/2019 transaction. Again I faced same response from lender that information are accurate Which now I know that since Mr XXXX at Fay servicing had found and corrected the My XXXX XXXX  checking account So anytime after that correction if I dispute The issue. Will result in same response That the information and report by System was a accourate therefore there is no mistake in their electronic and account registery in phone system It is very very frustrating problem Meantime I am trying to refinance my loans But due to this negative credit Information I am not able to do that And if can not correct this. un -intentional Techincal Error that accord on XX/XX/2019 By Deleting this 30 days negative report It will cause major fiancial hardship for my family and loss $ $ $ thousand $ $ $ $ In last five years my account history with this has been current and on time. 
I do appreciated your kind reconsideration And delete. This wrong negative information from my credit reports Please let me know if you needed any more information Thanks. XXXX XXXX

Company response to consumer: Closed with explanation