Consumer complaint received 2024-07-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Incorrect information on your report — Account status incorrect
Company: SECURITY HOME MORTGAGE
State: UT

Complaint narrative:
This is the second complaint made on this mortgage company during our forbearance term. 
At this time, and per the agent that I spoke with on XX/XX/XXXX, we have been approved for a trial modification payment that is XXXX less than our previous payment prior to the forbearance. The agent assured me that we did not have a payment due until XX/XX/XXXX. I asked if she was positive that we did not need to make a payment for XXXX of XXXX. The agent put me on hold to verify with her supervisor, that no payment would be due for XXXX as we were scraping everything we had thinking that we did need to make that payment of over XXXX. The agent came back on the line and confirmed again that the supervisor had verified that no payment was due for XXXX. 

When checking my email today, XX/XX/XXXX, I had a message from XXXX XXXX that a remark had been added from my mortgage company. When I looked at the report, it showed that the mortgage company had again reported our mortgage payment 120 days late after I had been assured by one of their agents, that this would not happen!!!

I quickly called the loss mitigation department of the mortgage company and had to wait for a call back from someone qualified to speak with me. This agent told me that unfortunately the agent I spoke with on XX/XX/XXXX gave me incorrect information and that we do have a payment due for XXXX!! I explained what had been confirmed by that agent and their supervisor and was again told " unfortunately '' we have a payment due and if we do not make the payment the negative reporting will stay on our credit report!! This agent stated that there would be coaching for the agent who gave me misinformation, but that as far as the payment being due and the credit report being corrected, that would not happen unless we make a payment. 
I explained that after being thoroughly convinced that we would not have to make that large payment, we went ahead and grocery shopped, paid other bills, and continue to live our life feeling free of stress since we now had another month to gather a much more affordable payment. 

This mortgage company did the same thing to us when our first forbearance term was coming to an end, even though I have kept in perfect contact with them throughout the entire process, they can't seem to wait to ruin our credit lives. In fact, normally a payment would not be reported late until it was 30 days past due, and not late fee would be charged if payment is received before the XXXX of the month. This mortgage company did not even wait 1 week past the XXXX of XXXX to report us 120 days late. 
I can not help that I was laid off of my job a year ago and have lost 2 dollars per hour in pay with my new employer which has made if difficult to keep the prior payment amount up. It is extremely important to have at least decent credit just to get through everyday life and this mortgage company just seems to enjoy ruining that for people.

My husband and I need our credit standing corrected immediately! We had been planning to sell the home since we could not afford the prior payment but stopped that plan when told of the modification payment amount being right around XXXX. We were happy to believe that we could stay in our home and afford to do so. 
This mortgage company has caused us so much stress and worry when they were supposed to be helping ease that.

Company response to consumer: Closed with explanation