Consumer complaint received 2026-06-11 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Trouble during payment process — Payment process
Company: MORTGAGE CENTER, LC
State: MI

Complaint narrative:
On Friday XX/XX/year> I called my mortgage company The Mortgage Center to see if there was a possibility to skip XXXX mortgage payment as I had recently been unemployed and was having was trying to keep up with things while ensuring I had no negative impacts to my credit. The representative that I spoke to told me that unfortunately The Mortgage Center didnt offer anything like that so I informed her that I would be making my payment and that I had my payment scheduled for XX/XX/year> to ensure that I wouldnt be late. She said that she was going to notate the account and we ended the conversation. On Saturday XX/XX/year> I checked my checking account and saw that the payment had been processed. Then on Tuesday XX/XX/year> I received a notification that a creditor had reported my mortgage 30 days late. I immediately reached out to the Mortgage XXXX and spoke to XXXX. She informed me that mortgage payments could only be made during the week and that since my payment was made on a Saturday and XXXX posted until Monday XX/XX/year> my payment was late. She informed me that it didnt matter that there system allowed me to make the payment on the XXXX which was a Saturday. I proceeded to let XXXX know that I had called in and spoken to a representative asking about a payment deferment or to see what my options were and when she told me that there was nothing available I informed her that I had my payment scheduled for XX/XX/year> and no time did that representative inform me that my payment would be considered late because it was on a Saturday. When I asked to speak to a supervisor XXXX then informed me that they would pull the call and she would talk to a supervisor to see how to proceed. Given the fact that I was not comfortable with the conversation that XXXX and I had, I proceeded to call back and speak to another representative explaining my situation she informed me that XXXX and another representative were in the process of pulling the call and would call me back within an hour. I then received a call from XXXX and she informed me that they listen to the call and acknowledged that the representative that I spoke to did not inform me that my payment needed to be made on Friday the XXXX and that if it was made on Saturday the XXXX, it would be considered late. She further stated that they were going to use this as a teachable moment for the representative, but it doesnt change the fact that my payment was still late. I informed XXXX once again that my payment was made on the XXXX. The money was taken from my checking account on the XXXX and I was never informed that it had to be made during the week. Otherwise it would be considered late. I reiterated that my whole point of calling in on Friday, XX/XX/XXXX was to ensure that I didnt have any issues like this. At XXXX point during the conversation, I asked XXXX why she was being so rude and let her know that I wanted to speak to a supervisor at which point she transferred me to a voicemail to leave a message. On Wednesday, XX/XX/XXXX I received a message from XXXX at the mortgage center requesting a call back. When I spoke to XXXX, she once again informed me that they listened to the call and acknowledge that the representative did not informed me that if I didnt make the payment during the week, it would be considered late. I let XXXX know once again that my payment was made on the XXXX I whole point for calling on Friday the XXXX was to ensure I didnt have any issues and now it is unfair that I am being penalized because their representative didnt do their job. XXXX told me that they follow the law and has my payment wasnt posted until XXXX XXXX I am considered late. She also said that there was something on their website that stated that payments can only be processed during the week. I let her know that I make my payments online every month and I dont read the disclosure because Ive never had any sort of issue. XXXX was very unwilling to be helpful. I asked to speak to her supervisor or to another XXXX and she informed me that I would hear from somebody I never heard from anybody so at XXXX on XX/XX/XXXX, I once again reached out at which point I spoke to the original representative that I talked to you on Friday and she apologized for not informing me and acknowledge that she shouldve done some. Ive asked numerous times for a XXXX adjustment and Ive tried to be extremely polite and said that if that I known the payments only counted during the week, I wouldve made my payment on Friday, XX/XX/XXXX. I have also reached out to my bank, XXXX XXXX and confirmed that the payment was debited and processed on Saturday, XX/XX/XXXX and explain the situation to them. The representative said that because this was a pre-rescheduled automatic payment. It was debited from my account on Saturday, XX/XX/XXXX and posted to the mortgage center on Saturday, XX/XX/XXXX and informed me that I could see the transaction on my online bank with the dates. As a result of not given the proper information when I made the call to ensure that I wouldnt have any negative impacts and would have adjusted my actions had I had known I am requesting to have the negative reporting removed as a goodwill gesture

Company response to consumer: Closed with explanation