Complaint sub-issue: Their investigation did not fix an error on your report

On XX/XX/XXXX, I contacted XXXX XXXX XXXX regarding my XX/XX/XXXXpayment. I had made the payment prior to the loan going 30 days late. This was during the time of Hurricane Irma. I was made aware that my company 's direct deposit was not going to go through. When I contacted them, I stated that the payment was going to be returned and was asked if they can help with a forbearance for my XXXX and XX/XX/XXXXpayments. At that point, I was informed that since the payment hadn't been returned yet, that I would have to wait and call back the next day. I called back the next day as instructed and asked them for the forbearance. When I called, the placed the forbearance on the wrong months. They placed it for XX/XX/XXXXand XXXX. Based on my phone call with them on both the XXXX and the XXXX, I questioned and was ensured that there would not be any late markers placed on my credit report. I called back on the XXXX and they corrected the month of when the forbearance was supposed to go through. I again was assured that since I was in a disaster zone that they would not report any late payments to the bureaus. I have been actively trying to resolve this matter with them via disputes directly with the bureaus along with contacting them. I have been unsuccessful. Every time that I contact them, they are rude and state to file a dispute with the bureaus. This is a very unprofessional tactic to get a customer off the phone and waste yet another 30 days. If I file a dispute with the bureaus, this dispute goes back to them, only to have them not fix anything since I've gone this route. Twice. 

The reps from XXXX stated that this was not an issue on their end and that they can not fix it. I've spoken with numerous individuals since then trying to rectify the problem. 

Most recently, I contacted them with my loan officer. We were given the runaround up until we finally were connected with an individual by the name of XXXX in the Iowa call center. We asked that they listed to their phone calls that I made back in XXXX to hear that I was informed that there would be no affect on my credit score. We were informed that they don't have access to calls past 90 days. XXXX was able to confirm the calls made to them along with the notes that stipulated that there were such phone calls made. For the past eight business days, we have been told be XXXX that she'd be submitting it for review. XXXX stated that when it was submitted, it was turned down because they couldn't listed to the phone calls to verify that the information provided to me was an error on their end. Even though all the notes and dates of phone calls in their system match my story and were confirmed. They have had every opportunity to listed to these phone calls within that 90 day window based on the calls that I've made to them in that time frame. 

XXXX had spoken to us last week on XX/XX/XXXX and we were told that she has forwarded it on to corporate to review since she also didn't agree with the fact that they weren't going to update the bureaus. I have called everyday since then and have been told that there is no response back yet. 

I am in the process of purchasing a new home and this account has made it impossible to be approved for my mortgage. My closing has been pushed back because if it. I am in jeopardy of losing my deposit and having a place to live since my current residence is under contract. 

I've exhausted every option to rectify this with them. I have yet to hear back and find it unfair and question the legality of the matter.