Consumer complaint received 2022-07-20
Company: MUTUAL OF OMAHA MORTGAGE, LLC
State: AZ
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:
The following is the letter submitted to Mutual of Omaha. Basically, when Mutual of Omaha said I was going to be late for the month of XXXX, I was XXXX  and went home immediately and paid XXXX month 's worth of payments in advance- within the required 30 days. Their computer rejected our payment because it was not the expected amount for a single month ( you are supposed to submit the amount expected for one month at a time, I later found out ). Then on XX/XX/XXXX, I received an email than our credit score had dropped by XXXX points. My great credit went from XXXX to XXXX. I sent the letter below and they said that after their " investigation '' they found us to still be late with payment. I paid within the required time and have never been late before. Their computer rejected my double payment and though they said they tried to contact us, we have no messages and they bombed our credit scores. They will not budge, even though I have the receipt of payment transferred before the 30 days time limit - see attached. 

XX/XX/2022 XXXX XXXX Mutual of Omaha XXXX XXXX, IL XXXX Regarding home loan number : XXXX To Whom it May Concern : On XX/XX/XXXX, I received a notice by mail that my home loan was a few days late and needed to be paid immediately. I went home and paid the loan via on-line through XXXX as I have been doing. Please see attached electronic transfer receipt dated XX/XX/XXXX, though the records at your facility say the transfer was attempted on XX/XX/XXXX. 

I decided to include the XX/XX/2022 payment to get ahead of that payment and to get ahead by one month so no future close calls such as this would never happen again. Today, XX/XX/XXXX, we received emails that our credit scores had been dropped by nearly XXXX points because we did not pay the XXXX payment in time. My records showed I paid the XXXX payment by XX/XX/XXXX and had the transaction receipt to prove it. 

I called XXXX and spoke to several layers of bureaucracy that explained that my payment was rejected on XX/XX/XXXX because the XXXX payment was increasing by {$13.00} and I had assumed the XXXX and XXXX payments were the same as I had only doubled the XXXX payment. Instead of accepting the XXXX payment and letting me know I owed {$13.00} for XXXX, XXXX of XXXX rejected my XXXX payment and said I was in default. My credit score and my wifes credits scores dropped by nearly XXXX points. 

The XXXX women I talked to said it was company policy and I was one of millions of customers and there was no way they could contact me personally, Though they said they tried, no one answered the phone. I pointed out that rejecting my payment and then reporting me as in default was clearly unfair. 

I am writing you to request you restore our credit score as we did pay the mortgage premium on time and we are completely baffled by your company policy of rejecting payment when a client pays more than the monthly payment that is due. Please make this right as I am sure as a consumer you can understand how unfair this policy is. You can see that our house payments have been on time and in good order up until now. My wife has been a homeowner in Arizona for more than 45 years and had never been late on a mortgage payment. 

Please remove the negative reporting to the credit bureau. We would appreciate it more than we can say. 

Sincerely, XXXX XXXX XXXX ( XXXX ), and XXXX XXXX XXXX ( XXXX )

Company response to consumer: Closed with explanation