Consumer complaint received 2018-03-28 00:00:00
Product: Mortgage — VA mortgage
Issue: Trouble during payment process — 
Company: BB&T CORPORATION
State: MD

Complaint narrative:
To whom it may concern : I am an XXXX XXXX XXXX XXXX XXXXr/ XXXX XXXX. I have been XXXX twice in the last 2 years, and just received notice that I am being XXXX again at the end of XXXX. About 7 months ago, I was moved my family ( wife and XXXX year old XXXX ) from XXXX, XXXX to XXXX, XXXX. My children have come to love the schools here, so my wife and I have made every effort to make establish a home here. We are currently renting in a community called XXXXXXXX XXXX  in XXXX, XXXX. We love it here, and are in the process of buying a new home here. 

I previously used my VA loan to purchase our previous home in XXXX, XXXX. That loan was serviced by BB & T. As we began the home buying process in XXXX, we found that BB & T reported me late on my mortgage XX/XX/XXXX ( 30 days late ), XX/XX/XXXX ( 30 days late ), XX/XX/XXXX ( 30 days late ), XX/XX/XXXX ( 30 days late ), and XX/XX/XXXX ( 60 days late ). 

In doing some research, the payments were made during the months noted on the credit report. However, due to an escrow change the payment amount sent was incorrect. During these months I was XXXX to a location overseas in service of my country. The payment of this loan was set on auto-pay for convenience as my wife very busy managing our life in my absence. This was my second XXXX in less than a year. She did not realize that there was an issue with the mortgage payment until XXXX. My wife was not listed on this account and when she called in XXXX to try and resolve this issue nobody would speak to her or give any information. Because I was out of the country trying to save lives, I was also unable to resolve the situation myself. 

Before I returned home, I was notified by my supervisors that I would be relocated to the state of XXXX. Our home was in a very desirable location. It was very nice and it sold in one day. We were in escrow and then closed on the house and the loan was paid in full. Now, we are several months out from these late payments, but these derogatory marks on our credit are hindering us from using our VA benefit to purchase another home for our family. Additionally, they have significantly reduced our credit scores, hindering us from obtaining other types of credit as well. 

To resolve this issue my wife and I have tried calling BB & T several times. I was then told we needed to submit a request in writing, and that removing the lates would be no issue. I overnighted the letter to BB & T on XX/XX/XXXX explaining exactly what I had over the phone. The first letter I received back was dated XX/XX/XXXX. This said they had received our correspondence and that they would provide a response within RESPA regulatory time frames. I tried calling to figure out what these time frames were, and BB & T would not provide me a response. I received a letter back from BB & T dated XX/XX/XXXX that stated " We have investigated your dispute and have determined that, based on the information provided and a review of our records, the account has been incorrectly reported. On XX/XX/XXXX we submitted an Automated Universal Data Form to the credit reporting agencies. The following reporting has been modified : XX/XX/XXXX through XX/XX/XXXX. '' On XX/XX/XXXX, our lender for the new loan we were trying to obtain re-pulled our credit to see if the lates had been removed. The lates dated from XX/XX/XXXX through XXXX of XXXX had been removed, but not the XX/XX/XXXX late or the XX/XX/XXXX late. The same day our lender pulled the new report, we received another letter in the mail from BB & T dated XX/XX/XXXX. This letter said the following : " We have determined based on the information you provided and a review of our records, your account has been incorrectly reported. Please be advised that on XX/XX/XXXX, we submitted an Automated Universal Data Form to the credit reporting agencies to modify the reporting of your account. The report has been updated to modify the marker we reported from XX/XX/XXXX to XX/XX/XXXX. The late markers reporting for XXXX, XXXX, and XX/XX/XXXX are correctly reporting. Therefore, we will not be removing these markers. Please be advised that it can take approximately 30 days for the change to reflect on your credit report. We apologize for any inconvenience this matter may have caused. Should you need any further assistance, please contact our Default Support Section Manager, XXXX XXXX, at XXXX. '' Yesterday, XX/XX/XXXX, I called XXXX XXXX to get an explanation. I have never had a late reporting in XXXX, and my home was sold in XXXX, so there is no possible way my mortgage could have been late for that month. I tried explaining this again, and she refused to provide an explanation, told me the lates would not be removed, and never to call again about this matter. 

These incorrect lates are hindering my ability to purchase my family a home before I am XXXX again with my VA eligibility. I am extrodinarily frustrated with BB & T, and feel that any process ( such as disputing the lates through the credit agencies ) would simply result in the same thing all over again. I would like to spend my time before getting XXXX again with my family, not fighting the credit bureaus. 

Any help with this situation would be greatly appreciated!! 
Thank you, XXXX XXXX XXXX XXXX

Company response to consumer: Closed with explanation