Consumer complaint received 2026-06-10 00:00:00
Product: Mortgage — FHA mortgage
Issue: Trouble during payment process — Payment process
Company: Guild Holdings Company
State: AZ

Complaint narrative:
To Whom It May Concern, I am submitting this complaint regarding the handling of my mortgage account by Guild Mortgage and the resulting negative impact on both my XXXX XXXX and my ex-spouse 's credit score. On XX/XX/year>, I made my regular mortgage payment of {$2500.00} to Guild Mortgage for my XXXX payment. On XX/XX/year>, Guild Mortgage withdrew an additional {$2500.00} from my account. I immediately contacted Guild Mortgage and was informed that a system accounting error had caused duplicate withdrawals from multiple customers ' accounts, including mine. I was advised that the duplicate payment would be returned. Within the following days, Guild Mortgage returned both the duplicate payment and the original mortgage payment that I had intentionally made. For several weeks afterward, my online mortgage account showed that no payment was due until XXXX, leading me to reasonably believe that my XXXX payment status had been resolved. In late XX/XX/year>, I was contacted by a Guild Mortgage representative who informed me that my XXXX payment was still considered due despite the company 's error. I explained that the funds returned to me had already been used to pay other financial obligations, including credit card payments, and that I believed I should not be held responsible for a payment issue caused by XXXX Mortgage 's system error. After discussing the matter, the representative assured me that the XXXX payment issue would not negatively affect either my credit or my co-signer 's credit. I was also informed that a payment arrangement could be established to repay the XXXX payment over time. The representative stated that notes would be added to my account so that when I contacted Guild Mortgage in XXXX, the agreed-upon arrangement could be implemented. On XX/XX/year>, I contacted Guild Mortgage to make my XXXX payment and begin paying the additional amount that had been discussed to address the XXXX payment. However, a different representative advised me that any payment made would first be applied to the prior month 's balance and that the outstanding amount could not be paid through installments. The representative reviewed the account notes and confirmed that the prior arrangement had been documented but stated that Guild Mortgage would not honor it. I was again assured that this situation would not negatively affect either my credit score or my ex-spouse 's credit score while I worked to save the funds necessary to make the full payment. On XX/XX/year>, I contacted Guild Mortgage to make my May payment. During that conversation, I was informed that payments would continue to be applied to prior months because of the unresolved issue. I was also advised that there was an account into which I could deposit funds until the full amount due had been accumulated, at which point those funds would be applied to bring the mortgage account current. Based on that information, an arrangement was made for me to begin making deposits into that account in XXXX. On XX/XX/year>, my ex-spouse informed me that her credit score had been negatively affected due to a reported missed mortgage payment. I subsequently verified that my credit score had also been negatively impacted. I immediately contacted Guild Mortgage and was told that the account was delinquent and that any credit reporting hold had only been in place for one month. This directly contradicted the assurances I had received from multiple Guild Mortgage representatives that the XXXX payment issue would not affect either my credit or my co-signer 's credit. I then spoke with a supervisor who stated that the matter would be escalated but advised that he could not personally resolve the issue. Since XX/XX/year>, I have made numerous attempts to resolve this matter in good faith. Each time I contacted Guild Mortgage, I received conflicting information regarding available payment arrangements and account resolution options. Agreements and solutions proposed by one representative were later denied by another representative, making it impossible to rely on the information provided by the company. As a result of Guild Mortgage 's system error, inconsistent guidance, and failure to honor the arrangements represented to me, both my ex-spouse and I have suffered damage to our credit profiles. I respectfully request that Guild Mortgage conduct a full review of this matter, correct any inaccurate credit reporting related to this issue, and provide a resolution consistent with the representations made by its representatives. Thank you for your time and consideration.

Company public response: Company believes the complaint provided an opportunity to answer consumer's questions
Company response to consumer: Closed with explanation