Consumer complaint received 2017-08-31
Company: Caliber Home Loans, Inc.
State: NJ
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Incorrect information on your report
Sub-issue: Account status incorrect

Complaint:
SUMMARY : Caliber Home Loans erroneously posted a XXXX late-payment notice on my credit report and I want it removed. A Caliber Home Loans customer service representative told me that my XXXX payment did not go through due to an error with their third party payment processor. I have the confirmation number of that XXXX payment by their third party processor, Caliber Home Loan 's own internal system shows this exact XXXX payment confirmation number, and my mortgage payment statement reflects that I made my XXXX payment. Still, my payment was reported as late. I feel this is a misrepresentation of the facts by Caliber and it is erroneously being reported on my credit report. 

TIMELINE : I submitted my mortgage payment for the month of XXXX. I used my usual payment method and submitted the payment to debit my bank account. The confirmation number for that transaction was XXXX. The XXXX payment appeared on my mortgage statement. 

In early XXXX, when I went to submit my XXXX payment, I noticed my XXXX payment was rejected. I promptly paid both XXXX and XXXX payments at the same time but Caliber Home Loans already reported a 30-day late payment to the credit bureaus. 

At this point, I double-checked my bank account and my bank statement showed I had more than enough funds to cover the XXXX transaction multiple times. 

I called Caliber Home Loans three times on XXXX XXXX 2017 and spoke to three representatives : 1. XXXX told me that there is nothing that can be done. That opening a dispute to try and rectify the situation would result in an illegal violation of FCRA on their end. XXXX is not licensed to make such a statement. 

2. Called again and another representative immediately opened a dispute and told me that I would get a written response within 10 days. He also told me the error code that their system generated when their third party payment processor processed the payment -- " Unable to locate account ''. I confirmed that I paid the same way I always pay, through their third party system. He later noted that I should have a favorable response since on their system the payment was attempted in XXXX but that the error on their end kicked it back. 

XXXX. Called again and spoke to XXXX to submit my bank statement as proof that there were funds in the account. XXXX stated that there was no way to submit said bank statement to the dispute process but that he would make note of it on his log. He further explained that the error message was not from a lack of funds and that the dispute investigation will take note of that. When I asked for a manager, I was  ignored. 

I was alarmed that on the same day ( XXXX XXXX 2017 ), I got different responses on how to proceed with my issue. It makes me question whether my concerns were being properly handled. I was professional with all three customer service representatives. Having agents not have any standard response or knowledge management resource and telling customers whatever they want is always alarming. Especially when they start claiming legal violations of FCRA. That is not standard for contact agents to claim what is legal or not unless they are licensed to do so. 
All efforts to further escalate the matter to upper management have been met with resistance. 

On XXXX XXXX, 2017 I received a letter from Caliber Home Loans stating that they maintain their current stance and that the late - reporting would stay and that as a reminder, they must receive the payment within the month to avoid a late payment. I find this finding ridiculous as I did attempt to make a payment but it was rejected on their end. 

CONCLUDING : I feel as I am being unjustly reprimanded through the submittal of 30-day late payment on my credit report. I have confirmation that I made the payment in XXXX by their third party processor, Caliber Home Loan 's own internal system, and my mortgage payment statement. Still, my payment was reported as late. It is not my fault that a computer error on Caliber/Payment processor 's end returned my XXXX payment ruined my credit score. I feel this is a misrepresentation of the facts by Caliber Home Loans. 

ATTACHMENTS : 1. Caliber 's XXXX XXXX after I called to start an inquiry. Notice that the letter does not mention that I made any attempt to pay the mortgage nor does it address Caliber 's error code on their end. 
2. My Caliber home loan mortgage statement stating that I made the payment. 
3. My bank statement showing that I had enough funds to cover the transaction.

Company response to consumer: Closed with explanation