Consumer complaint received 2025-11-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: First Equity Mortgage Bankers, Inc.
State: FL

Complaint narrative:
I am filing this complaint because my mortgage servicer, Fembi Mortgage, reported a XXXX late payment for XX/XX/year>. 
I submitted my XXXX mortgage payment on XX/XX/year>. I did not receive official/mailed notification of a returned payment until XX/XX/XXXX. I logged into my account on XX/XX/XXXX to make the XXXX payment and noticed then that the payment for XXXX was not showing and that XXXX had posted an online notice on XX/XX/XXXX indicating the XX/XX/XXXX payment was returned. 
XX/XX/XXXX was a Tuesday, there is no reasonable explanation as to why they wouldnt be able to notify me before XX/XX/XXXX of the returned payment in order to give me a chance for the payment not to have exceeded the 30 days from due date. 
When I realized all of this on my own, I immediately corrected the account. The loan is now current, and I have enrolled in Bill pay to prevent future issues. 
In my initial written request to XXXX, I asked for a goodwill adjustment due to the circumstances specifically the delayed processing and delayed notice, both of which prevented me from resolving the issue within a reasonable timeframe. Instead of acknowledging my goodwill request, the servicer responded only that they are required to report accurate information by Federal Law, ignoring the goodwill portion of my request entirely and not addressing the core issue of their own servicer delays. 
I am requesting the CFPBs assistance because the XXXX late reporting does not accurately reflect my payment behavior. I am financially responsible and have shown this always via my credit report, history and score which has now all been damaged drastically because of XXXX unwillingness to not only process a goodwill adjustment for me but also accept its servicer delays, inconsistent disclosures, and inadequate responses which directly contributed to the issue. 
I also recently discovered, during a phone call with XXXX, that the grace period listed on my monthly mortgage statements is incorrect. My statement shows a grace period of 16 days, while my loan documents ( as I was told ) state a XXXX grace period. This inconsistency in the servicers own disclosures also creates confusion and affects the calculation of delinquency timelines, adding another layer of ambiguity to when a payment is considered late. 
I understand that credit reporting to a servicer like XXXX is simply entering a number into a system, however, it has a profound impact on consumers life. It directly affects a persons financial reputation, financial & professional opportunities and overall stability. This negative reporting has caused real harm. It misrepresents my financial behavior, damages my creditworthiness, and jeopardizes opportunities tied to my career, which depends heavily on maintaining strong credit. 
This is my primary home, my childrens home, and I have never been in a position where I intended to be late or unable to pay. I have never missed a mortgage payment with any of my past or current mortgages and this reporting harms not only my financial trajectory but also my personal and professional reputation. I am simply asking for the correction of information that does not accurately reflect who I am or how I manage my financial obligations.

Company response to consumer: Closed with explanation