Consumer complaint received 2020-04-18
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: FACTUAL DATA CORP.

Complaint:
I am trying to refinance my mortgage with XXXX XXXX   because of a better rate. I started the process the end of XX/XX/XXXX. On XX/XX/XXXX my lender sent in for our credit report. ( Which we normally run in the high 700 's to 800 's ) She sent me a copy of it and I noticed I had an amount of XXXX from XXXX XXXX XXXX. As far as I knew I shouldn't owe them anything. ( I have not received a notice from XXXX XXXX XXXX ). I called XXXX XXXX on XXXX at XXXX and I finally talked to XXXX after being transferred many times. She said my problem was the XXXX for a ready reserve loan that I had paid off on XX/XX/XXXX for XXXX. I have never been notified that I stilled owed on that loan. She said I must have owed interest at the time I paid if off. I told her I would have gotten that payoff from the bank, so why was it not collected at that time and closed? And why have I not been notified? She could not answer. I paid it off over the phone and told her to close that account. I called my lender and she told me that there was a BIGGER problem. 

XXXX XXXX reported me late back in XXXX when I refinanced with XXXX XXXX. This is what happened back in XXXX of XXXX .... l received a call from the XXXX XXXX, WI branch letting me know that my HELOC was up for maturity. I did not know this, because I did not receive a notice. I had automatic payments set up on this account. At that time I was told I had 3 choices, I could either pay it off ... .which was a little over XXXX at that time, I could refinance with XXXX XXXX ( the closest bank to me is 90+ miles ) or I could refinance with another bank closer to me. I was told to call them back to let them know what I decided. ( they do have notes on their files where we had talked ) I called them back and said that I was going with XXXX XXXX  and was told that they would make a note on my file. I called my banker at XXXX XXXX and she started on the loan. I made my last payment on my HELOC with XXXX XXXX on XX/XX/XXXX at which time I was told by my banker to cancel the automatic so I wouldn't have to worry about an over payment. By the time the process was through we closed on XX/XX/XXXX. ( I even received a check back from XXXX XXXX of XXXX dated XX/XX/XXXX because of an over payment. ) I did not even know that I was reported late until I went to refinance here in XXXX. My lender said that I needed to have them send a correction into XXXX to get that off my report. After many different conversations with many people at XXXX XXXX, at one point I was told to call XXXX XXXX because she was the supervisor. I have left her 2 messages and still have not received a call back. I talked to XXXX on XXXX at XXXX and a few others. XXXX asked me to send a copy of my credit report to them at XXXX I did that on XXXX. I was told that she would call me back by at least Wednesday the XXXX. I had not heard back from anyone as of Thursday so I called again. I talked to I think she said her name was XXXX. I tried to explain what happened. She told me they did nothing wrong and that I was late and that it was my problem. I should have known. She hung up on me! I called the XXXX XXXX branch back on Friday XXXX and talked to XXXX. XXXX said she would see what she could do and call me back. She called me back and she was told from XXXX at their consumer collections department that they would not be doing anything. That it was reported correctly and that it would stay as is. XXXX apologized, but she could not do anything. ( she did say she would put a complaint on my file there ). 

I called my lender back at XXXX XXXX  and she said to make a complaint. XXXX said XXXX XXXX should have put an extension on my loan since they knew it was in the process of being refinanced. 

Below is the email I sent to XXXX XXXX XXXX  consumer collections on XXXX. I still have not gotten even a reply back to this. 

To XXXX XXXX please find attached my credit report. It is for XXXX There are actually 2 things on this report. The one is  showing that I owed XXXX on account ending in XXXX. I called about this on Friday and was told that it was money I owed on a R/R. I had paid that off inXX/XX/XXXX ... .I was told by XXXX that it was interest that I still owed. I have never received a notice, so I did not know I owed it. I made that payment on Friday. That account should now be paid and closed. 

The biggest issue is for the account ending in XXXX where I was reported for being past due. Sometime at the end of XXXX I was notified from a lender in the XXXX XXXX office that my HELOC was maturing. I did not realize that until she called me. At that time she said I could either pay it off, renew with XXXX XXXX or renew with another bank closer to me. Since the closest XXXX XXXX Bank to me is 90+ miles from me, I went to XXXX at XXXX who has been my lender for the past 30+ years. I was told from the lady in XXXX XXXX that she would put a note on my account that this would be taken care of by refinancing at XXXX. I had automatic payments set up to this loan and my last payment was XX/XX/XXXX at which time XXXX told me to cancel so we wouldn't be overpaying because the XXXX XXXX would be calling for the Payoff Amount. After the loans were paid off and refinanced with XXXX XXXX  in XXXX, I received a check from XXXX XXXX  on XXXX for XXXX Check # XXXX for an " overpayment ''. 

I'm trying to refinance because of the low rates, but until that is straightened out on my credit report, I can't. If you could please look into this for me! 

Thanks! 

I have not had a reply to this email. This is NOT good customer service. ( I used to work for the bank for 23 years here in XXXX, before it was bought out my XXXX XXXX XXXX  and then sold now to XXXX XXXX XXXX. ) I know the importance of a good credit report and for this to happen just makes me mad. I don't know if you can do anything, but I wanted to put in a complaint! Thank you!

Company response to consumer: Closed with explanation