Consumer complaint received 2024-01-17
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: CLGF Holdco 1, LLC (TX)

XX/XX/XXXX, I went online to make a payment. I was having issues because Genesis switched to Concora and the site was note working properly and I was having difficulty making the payment. When I called the XXXX representative said ( I also had my mom on a XXXX way ) " we received your payment but the issue you may have seen was that you clicked on the 3rd button down and that settles the case ''. I asked more than XXXX  " so you mean my account is now settled with this payment even though there is a balance '' she said yes more than XXXX. This is on their recorded line. I called back because something did not sound right and when I called back, I was told the same and XXXX also said I would receive something in email showing that. This was over an hour and half of calls etc. So of course, as I was told I did not make a payment. My payments were always made, and I am in the process of buying a house, so my credit is very important to keep in good standings as well as my payments status. On XX/XX/XXXX, my realtor called and said my credit score had dropped XXXX points, XXXX XXXX points for late payment to Concora Credit. I was upset and more because I was told it was settled. I made a phone call to the right way and the first person I spoke with said, she read through the notes and saw it and she would place me on hold to talk to her lead to get this resolved and overturned and or dismissed off my credit so it would go back up right away. After she " XXXX '' was her name, she said she listened to the recording and was going to transfer me to her account manager XXXX. Speaking with hi he was rude and was not for the consumer and continued to tell me he would not remove it because it was late, he was not hearing the entire story and what I was told and was recorded on that XX/XX/XXXX, date. I told XXXX, why would I stop paying something and hurt my credit just like that if it was not told to me, not XXXX  but XXXX. XXXX the account manager kept saying reading the notes and listening to the recording. I proceeded to tell him let me listen to the recording because XXXX, the recordings not recording were more than an hour and he only took XXXX minutes to tell me he listened to it. There were XXXX an the first recording is where the woman told me in detail, she was postive it was settled, etc. After trying to continue to explain this to him and ask him to please allow me to hear the recording as well because I know what I heard, and he did not even listen to it. This is not right I told him. I also told him I wanted to escalate this to a supervisor and and want this overturned asap and want the supervisor to listen to ALL the recordings before he called me back in a couple days so he could hear ALL of the information and what was really told to me. XXXX was very rude and did not know his policies and kept going around in circles on my questions. I know what I heard and what was told, and this company is not advocating for me and my credit and what is the right thing to do and that is to hear the TRUTH WHICH IS ALL OF THE RECORDINGS THAT WERE TOLD TO ME ESPECIALLY THE FIRST REPRESENTATIVE ON XX/XX/XXXX, WHICH THE RECORDING WILL CLEARLY TELL EXACTLY WHAT WE TOLD TO ME. I also told XXXX that this is not fair for a company to hurt a consumer 's credit so bad and not try and fix it or even side with the person. The company 's employee 's incompetence should not penalize me as this has. If this was not the correct information the companies ' settlements and hardship settlements than they should not penalize me because their employee was incorrect on her information given to me. I have worked very hard on my credit and WOULD NEVER EVER ALLOW MYSELF NOT TO PAY AN ACCOUNT ESPECIALLY WHE PURCHASING A HOME!!!!! I also made the payment that is now due and they put on my credit as being late after they are not helping or cooperating in getting this overturned as I DO NOT WANT MY CREDIT HURT ANYMORE from them and that payment is not even showing either after a day. THIS COMPANY IS NOT FOR THE CONSUMER AND THEY HAVE GIVEN ME FALSE INFORMATION THAT HAS LEAD TO XXXX POINTS OF MY CREDIT GOING DOWN AND THIS IS NOT MY FAULT. THIS WAS DUE TO THEIR INCOMPTENCE OF EMPLOYEE WITH GIVEN ME FALSE INFORMATION WHICH IS NOT MY FAULT. My payments are made and your company told me something. Their recordings show and say what was said by their employee and they need to dismiss and take this late fee off my credit asap. I