Consumer complaint received 2023-08-01
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — 
Company: 21ST MORTGAGE CORP. (AL)

I was under the XXXX XXXX XXXX XXXX where I was approved to have them pay my mortgage for the months of XXXX XXXX XXXX. During the recertification process in XXXX, the mortgage assistance program did not complete my recertification timely and sent my payments late to 21st Mortgage. Due to the payment being received late at no fault of mine, 21st credit reporting manager submitted to the bureaus that I had a payment past 30 days. I didn't realize this happened until XXXX when 21st Mortgage emailed me to call them. I spoke to a couple of people about this and was sent to the credit reporting manager who said she will not adjust the report because it was late regardless who's fault it was. I was told by the mortgage assistance customer service that mortgage companies were not supposed to do this while a person is under a state program, however, 21st Mortgage said they do not abide by this and have their own regulations and policy they follow. I was told by XXXX at 21st Mortgage " we don't do any good will adjustments for anyone, that's our policy. '' I tried on at least 2 different calls to reason with her being that I had a good pay history, never missed a payment, and would not adjust the credit reporting. I asked for this to be sent to me in writing and she emailed me a letter from her on their letterhead stating what she told me, however, it was not a policy that she stated they had. I asked her to send a copy of the policy as all customers should have access to it if it's in their policy. She responded that they didn't have anything else to send me and to dispute it in writing to them. Disputing in writing would not change the outcome because she said she was the only person to speak with and her supervisor would tell her to tell me the same thing, they don't do good will adjustments. I never received a copy of the policy so I still have this negative report on my credit history when it was not my fault and it has hurt me financially. I was not allowed to get back on automatic draft when I resumed paying my mortgage myself starting XX/XX/XXXX because of the late payment within the past 6 months. Each time I tried to speak with someone, I was told they would send me to XXXX, but I declined to speak with her further as she was adamant that the policy says they don't do good will adjustments. I disputed it with XXXX, and the result was they reported the information ( late payment ) was correct. I was simply asking to have the report adjusted back to paid on time since it was not my fault as I was under a state assistance program. During XXXX when I found out about the payment not being received for XXXX and XXXX yet, I was told that I had to make a payment to try and catch it up until they received the check from the mortgage assistance program. I paid {$550.00} and was told it would go towards my XXXX payment when I resume, but when I called to get on automatic draft in XXXX, I was told that the {$550.00} was no longer available for XXXX and I would have to make the full payment for XXXX. The supervisor got on the line and told me that the {$550.00} had already been disbursed towards my balance and was no longer going towards the XXXX payment. She was extremely rude and told me there was no documentation of this and conversations are recorded. I told her if they are recorded, she can simply go back and listen to it because my finance guy XXXX was on the phone and had another lady to take my payment. This lady told me about it being applied to XXXX, but this other supervisor gets on the phone telling me that was no longer the case. I told her that was not right to go back on what they agreed to allow me to do and she said with a nasty attitude, " well I'm sorry but that's no longer the case. '' They did not try to help me at all and after I said they can check my pay history and see that I never missed a payment and I was not prepared to pay the full balance XX/XX/XXXX because of what I was previously told, therefore I wasn't expecting to have to pay the whole amount. She said to me, " Well if you didn't need assistance paying it, you wouldn't have applied for the assistance program. '' This was the worst customer service ever, especially from someone of a supervisory position. She was extremely rude, unprofessional, then finally said she would email the accounting department about it and maybe they'll change it back but I need to pay it all on XX/XX/XXXX. I ended the call to keep myself from returning the rude attitude and emailed my finance person, XXXX. He responded that the accounting department has made the adjustment for the {$550.00} to go towards XXXX. I've been with them since XX/XX/2022 and never had an issue until this late payment came about. It was not my fault at all and felt that it shouldn't reflect negatively when I didn't do it and have a good pay history with them. They were not trying to assist and does not seem that they care about their customers.