Consumer complaint received 2017-02-18
Company: INTERNATIONAL CITY MORTGAGE
State: NV
Product: Mortgage
Sub-product: FHA mortgage
Issue: Loan servicing, payments, escrow account

Complaint:
In XXXX 2016 I made a mortgage payment through International City Mortgage ( ICM ) and unknowingly transposed two of the numbers of my checking account. The payment was accepted and I believed it had been made. After the funds were still in my account some days later, I called ICM to confirm the payment was accepted. I was told it was and to wait a few days for it to clear. I again waited for the funds to clear but they did not. I called ICM and after extensive research on their end it was discovered that my bank had rejected the payment because of the account number error. This was now some time in XXXX. I was told the bank would reach out to me directly to fix the error. I gave it several days and was never contacted by anyone. I again called ICM and a payment was made for both XXXX and XXXX to clear up the issue. ICM agreed that the error was not intended and I had never been 30 days late on a payment. I monitor my credit and soon afterward discovered that my score dropped dramatically based on a derogatory remark from ICM reflecting a payment 30-60 days late. I immediately called ICM and requested it be corrected as it was an accident that was corrected immediately upon discovery. I was told to submit my request in writing. I did as directed and was informed that my request to remove any late fees and the derogatory mark was approved. I was told the derogatory remark would fall off of my credit report within 30 days. I waited that length of time and the derogatory mark was still present. I called ICM and was told that I actually needed to submit a credit report as proof of the remark. I submitted a copy of the information shown on XXXX. After checking the status again I was told the report had to come from a credit bureau and so I ordered a full report from XXXX. I confirmed it was acceptable to ICM and was told to wait another 30 days. I waited that length of time and again the remark appeared on my credit. I called ICM and discovered that someone had accidentally rejected my last request with the Experian report so it had n't been reviewed and needed to be resubmitted. I was told the issue should be resolved by XXXX. I checked my report on XXXX and found the derogatory remark was still present. I called ICM and was told the department I needed was n't open and to call the following day. I called XXXX and was told the 'ticket ' was still showing as pending. I explained how long I had been working toward resolving this and that it was very important to me that it be taken care of. The representative guaranteed me a call by the close of the following business day. The next day XXXX waited until approximately XXXX and called ICM myself as I had n't heard anything. I spoke to a representative who placed me on hold for 15 minutes and then someone else answered the phone completely unaware of what I was calling in reference to. I explained the situation again and was told that ICM never guarantees a call by close of business the following day but that was exactly what I was told. The representative then stated my issue was still pending and I needed to give it another week as these things 'just do n't disappear '. I fully understand how credit reporting works. I also know that I 've been working at this for far too long without getting a resolution. I have also never received a single phone call from an ICM representative concerning this and I 've been told repeatedly that the issue was taken care of when it was not. It is at this point that I am asking for help from an outside agency as I no longer know what to do.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation