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

TO : XXXX XXXX ATTN : RESEARCH DEPARTMENT & XXXX XXXX XXXX XXXX XXXX XXXX XXXX, TX XXXX REF : MORTGAGE ATTN : Research Department, I am XXXXXX son, XXXXXXXXX, and I have full Power of Attorney on behalf of my mother and I am enclosing a copy of the POA for your records. She is currently living in her home at XXXXXXXXXX and is trying to refinance her mortgage in order to lower her monthly payment to a more reasonable payment. During the past four months my mother was hospitalized at XXXX XXXX Hospital for a total of one week, and then was in rehabilitation for another four week period to recuperate and gain her strength back. She has now been home for a couple of months and with the assistance of care-givers, has been managing very well. She wants to stay in her home as opposed to any other option such as assisted living. I have enclosed letters from Flatiron Rehabilitation and a copy of her Invoice from the hospital showing the dates of her stay.
My sister also lives with my mother but is suffering from XXXX XXXX for just over 3 years. She is undergoing treatments but these have a XXXX effect on her health and XXXX condition. During the time my mother was in medical care outside the home, my sister missed paying a single mortgage payment. My mother has never missed a mortgage payment for the past 13 years. Upon my mothers return to her home, the problem was immediately dealt with by contacting XXXX and making arrangements for her to pay that missed payment with the next three additional payments to be included with her normal monthly amount which would then cover the missed payment. However, her credit report now shows a total of four ( 4 ) late payments which has completely affected her ability to refinance with all potential lenders, and beside is not accurate. Her credit score is was excellent ( XXXX ) other than this error in the late payments.
My mother was not told anything about this one late payment turning into 4 late payments because she was told to divide up the one payment into three others with partials. She never would have elected to do that, and would have made a double payment if it meant avoiding an adverse credit report. SHE WAS NOT TOLD BY ANYONE AT XXXX THAT BY ENTERING A REPAYMENT PLAN WOULD DETRIMENTALLY AFFECT HER CREDIT RATING. SHE NEVER RECEIVED A LETTER, NOR ANYTHING IN WRITING TELLING HER ABOUT THE PLAN, AGREEING TO THE PLAN, NOR THAT IT WOULD AFFECT HER CREDIT RATING.
I am asking XXXX XXXX to please correct her credit report for these reasons outlined above. To reiterate, she was not well and out of her home during this period and we have attached documentation to this effect. My sister was likewise not at all well during this same period and that resulted in a missed payment. Lastly, my mother had no idea that splitting the payment up would adversely affect her credit.
She absolutely needs to refinance and save money on her monthly payments and this issue is the only thing standing in the way. She needs and wants to stay in her home. Please feel free to contact my mother or me anytime to discuss anything further. We look forward to your quickest reply to this matter.
Sincerely, XXXXXX enclosures : Power of Attorney Letter from XXXX XXXX XXXX XXXX Hospital Invoice