Consumer complaint received 2025-01-14 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: MUTUAL OF OMAHA MORTGAGE, LLC
State: WA

Complaint narrative:
I am mailing a package to CFPB, XXXX XXXX XXXX XXXX, Washington DC XXXX with backup documentation. 

XXXX XX/XX/XXXX, mailed XX/XX/XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, WA XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX and Chief Executive Officer of XXXX XXXX XXXX  XXXXXXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX ( XXXX ) XXXX XXXX XXXX Copies of this issue have been mailed/emailed and complaints filed as follows - Mutual of Omaha Mortgage XXXX XXXX XXXX, XXXX XXXX, Mail Stop XXXXXXXX XXXX XXXXXXXX XXXX IL XXXX Fax Number : XXXX Email : XXXX with ATTN : Research Department and your loan number in the subject line of the email Washington State Department of Financial Institutions , Division of Banks- complaint filed XXXX XXXX XXXX, XXXX, Washington XXXX Telephone XXXX XXXX XXXX XXXX FAX ( XXXX ) XXXX XXXXXXXX XXXX Washington State Office of the Attorney General , XXXX, WA - complaint filed XXXX XXXX XXXX XXXX, XXXX XXXX XXXX XXXX XXXX WA XXXX ( XXXX ) XXXX Consumer Financial Protection Bureau, XXXX XXXX XXXX XXXX XXXX Washington , DC XXXX XXXX XXXX XXXX XXXX XXXX Washington , DC XXXX - complaint filed XXXX XXXX XXXX XXXX 
mail to : Consumer Response Unit, XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, MO XXXX. 

Office of the Comptroller of the Currency - complaint filed XXXX XXXX XXXX XXXX XXXX DC XXXX XXXX XXXX ) XXXX Copies to the following credit reporting companies - XXXX XXXXXXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX, GA XXXX phone, by calling ( XXXX ) XXXX XXXX Dispute by XXXX XXXX XXXX XXXX, XXXX, TX XXXX phone : To dispute over the phone, call XXXX. 

XXXX. XXXX XXXXXXXX XXXX XXXX XXXX XXXXXXXX, PA Dear XXXX XXXX- I regret having to escalate this matter to you, but have repeatedly called and emailed Mutual of Omaha regarding this issue and received confused, irrelevant and incorrect responses. Some agents have been rude and would not listen to my concerns. They do not answer direct questions with valid facts, in spite of factual documentation I presented repeatedly! 

I am writing to you for resolution on the supposed delinquent payment on this mortgage account. After much research, the payment of XX/XX/XXXXXXXX  is the missing payment in question. 

- 14 emails between myself and Mutual of Omaha research department from XXXX. 
10+ phone calls with Customer Service over this period and prior. 
Communications with both XXXX XXXX XXXX  and XXXX XXXX XXXXXXXX XXXX XXXX ( the two banks we make payments from ). 

My son, XXXX XXXX, usually makes payment, but at the time of this issue he was undergoing XXXX XXXX and XXXX XXXX. Made it difficult to handle his personal administration, so I made some of the payments, as done in the past. I too have had health issues, and was not at the property address to receive any mail notices. Did not receive any notice of delinquency until XXXX, XXXX. 

Spoke to Mutual of Omaha Customer Service and they advised I write to request an analysis of what routing number and what account number made each payment over the period of XX/XX/XXXX and XX/XX/XXXX. 

XXXX XXXXXXXX XXXX XXXX XXXX Routing XXXX Account XXXX OR XXXX XXXX, XXXX  XXXX XXXX XXXX XXXX Routing XXXX Account XXXX Copies of communications are attachments to this letter. 

Why were many previous payments processed correctly against both XXXX XXXX account ending in XXXX and XXXX XXXX ending in XXXX? And the payment of XX/XX/XXXX was not? 

Why was ONE payment processed incorrectly. I have provided additional documents, i.e. bank statements, etc. verifying that the supposed payment did not process through my account or XXXX. Mutual repeatedly says it processed through XXXX XXXX XXXX XXXX and returned for NSF. Provided documentation from XXXX, XXXX XXXX, that no payment was processed in XXXX ( see bank statements and XXXX XXXX ), YET there were two NSF fees XXXX XXXX  account in that time period? So Mutual does have XXXX correct account number. 
Didnt process through my account either, XXXX XXXX XXXX  statement provided to verify that. 
This payment didnt process through either of our accounts- WHERE did Mutual send it? And then charge for NSF on a payment not even processed correctly? ERROR on the part of Mutual of Omaha. 

As soon as discovered, I immediately made prompt full payment of my debt to you, I would like to request that you correct to remove the delinquency from my credit report. I HAVE NEVER HAD A MORTGAGE DELINQUENCY IN MY 45 YEARS OF MULTIPLE HOME OWNERSHIP. 

I have been denied many credit opportunities, hindering my business effort because of this erroneous delinquency on record. 
This has been a nightmare for over a year. Thank you in advance Mutual of Omaha making this right. 

Thank you, XXXX XXXX ATTACHMENTS/LETTERS/EMAILS SENT - Regret the volume of material, but it is valid documentation and requested by Mutual. Mutual has ignored many of the facts and not responded with fact. It has take SO long because of the badgering and continually dragging it out by Mutual of Omaha. 

FAIR CREDIT REPORTING ACT - The Consumer Financial Protection Bureau ( CFPB ), the Board of Governors of the Federal Reserve System, the Federal Deposit Insurance Corporation ( FDIC ), the Office of the Comptroller of the Currency ( OCC ), and the National Credit Union Administration ( NCUA ) oversee compliance with the FCRA. 

Sec. 623. Responsibilities of furnishers of information to consumer reporting agencies ( A ) Duty of Furnishers of Information to Provide Accurate Information Prohibition - Reporting information with actual knowledge of errors. A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate. 
( B ) Reporting information after notice and confirmation of errors. A person shall not furnish information relating to a consumer to any consumer reporting agency if the person has been notified by the consumer, at the address specified by the person for such notices, that specific information is inaccurate ; and the information is, in fact, inaccurate. 

25 pages - SUMMARY OF EMAILS - *14 emails between XXXX XXXX and Mutual of Omaha between XX/XX/XXXX - XX/XX/XXXX. 
*Dozen phone calls prior and over this period. Was told to communicate to XXXX. ( Difficult to piece together from Mutual system ). 

7 pages - MUTUAL OF OMAHA STATEMENTS Summary of payments XX/XX/XXXX - XX/XX/XXXX Statements attached for XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, all XXXX ( previously provided thru XXXX ) *Payment made on XX/XX/XXXX, reversed on XX/XX/XXXX is THE missing payment. 

XXXX Pages - XXXX  ( XXXX  XXXX XXXX XXXX XXXX )- XXXX XXXX XXXX Summary of payments to XXXX XXXX Chat transcript XX/XX/XXXX XX/XX/XXXX - XX/XX/XXXX Statement *No Mutual of Omaha payment was returned, only 2 NSF fees, so Mutual has correct XXXX XXXX account information. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX Acct. 1281 Summary of payments to XXXXXXXX XXXX XXXX XXXX Statement *No Mutual of Omaha payment was returned against this account. 

XXXX pages- Federal and State Complaints Filings State of WashingtonXXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXXXXXX - Office of the Attorney General Consumer Financial Protection Bureau Credit reports are XXXX pages long and have been previously provided to Mutual and are available upon request. 




Note : XXXX, XXXX, my personal bank XXXX XXXX XXXX  was sold to XXXX XXXX XXXX This caused a change in the routing number for my bank and the account number remained the same. I advised Mutual of Omaha in XX/XX/XXXX and when I made subsequent payments they were processed correctly through with the new routing information. 
Routing XXXX Account XXXX. 




LIST OF PAYMENTS/TRANSACTIONS FROM MUTUAL OF OMAHA SITE . 

XXXX XXXX, XXXX Mortgage Payment {$2100.00} XX/XX/XXXX Mortgage Payment {$2100.00} XX/XX/XXXX Mortgage Payment {$2100.00} XX/XX/XXXX Mortgage Payment {$2100.00} XX/XX/XXXX Mortgage Payment {$2100.00} XX/XX/XXXX Mortgage Payment {$2100.00} XX/XX/XXXX Mortgage Payment {$2100.00} XX/XX/XXXX Mortgage Payment {$2100.00} Payment made by XXXX XX/XX/XXXX Mortgage Payment {$2100.00} XX/XX/XXXX Mortgage Payment {$2000.00} XXXX XXXX, XXXX Returned Check Reversal - Long Form - {$2000.00} XXXX XXXX XXXX, XXXX Mortgage Payment $ XXXX XX/XX/XXXX Multiple Payment - {$2000.00} Payment made and reversed by XXXX Returned Check XXXX XXXX XXXX XXXX XXXX {$2000.00} valid reversal - was a duplicate XX/XX/XXXX Multiple Payments {$4100.00} XX/XX/XXXX Mortgage Payment {$2000.00} XX/XX/XXXX Mortgage Payment {$2000.00} XX/XX/XXXX Mortgage Payment {$2000.00} XX/XX/XXXX Mortgage Payment {$2000.00} XX/XX/XXXX Mortgage Payment {$2000.00} XX/XX/XXXX Mortgage Payment {$2000.00} XX/XX/XXXX Mortgage Payment {$2000.00} XX/XX/XXXX Mortgage Payment {$2000.00} Payment made by XXXX XX/XX/XXXX Mortgage Payment {$2000.00} Payment made by XXXX XX/XX/XXXX Mortgage Payment {$2000.00} Payment made by XXXX XX/XX/XXXX Mortgage Payment {$2000.00} XX/XX/XXXX Mortgage Payment {$2000.00} XX/XX/XXXX Mortgage Payment {$2000.00} XXXX XXXX, XXXX Mortgage Payment {$2000.00} XX/XX/XXXX Mortgage Payment {$2000.00}

Company response to consumer: Closed with explanation