Consumer complaint received 2024-05-10 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: COMMUNITY FINANCIAL SYSTEM, INC.
State: VT

Complaint narrative:
Community Bank, NA is my bank and Mortgage holder. I have requested a XXXX XXXX XXXX XXXX derogatory credit reports to all credit reporting agencies, which they have denied. I am writing to request support with removal please. 

They made these adverse reports in XXXX, XXXX, XXXX of XXXX. I would like them removed due to extenuating circumstances and their refusal to provide a timely solution in the face of a global health pandemic and financial hardship, exacerbated by XXXX. 

On XX/XX/XXXX I sent a formal Goodwill Removal Request for their derogatory in XXXX, XXXX and XXXX of XXXX I requested a forbearance and was told not possible with my type of mortgage loan, while awaiting a grant from the Federal HAP program. 

The circumstances were loss of work due to an unplanned XXXX and the continuation of the XXXX XXXX XXXX XXXX. These situations had unforeseen consequences on my small business/income. Prior to this, and since, I have had and do have, an extremely positive repayment history. 

I reached out to my Bank Manager who attempted to assist as of XXXX of XXXX. A delayed XXXX XXXX Mortgage Grant was backlogged. I shared this with him. I requested a " pause '' on late reporting... i.e.- a forbearance. 

I had expected to receive the emergency mortgage grant, well to have it sent directly to Community Bank much much sooner than occurred. I have sent a newspaper article outlining this to my current bank manager, XXXX, while he attempted to get up to speed on the situation as he wasn't then working with CB. 

Currently, to my branch manager, I have asked to speak with and for the Contact Info of his District Supervisor at least 3 times and it has not been provided. I also reached out on XXXX and was told my message would be forwarded to the District Supervisor of my College XXXX XXXX. 

In XXXX of XXXX I had spoken with XXXX a senior staff of the XXXX XXXX Department who stated she knew the XXXX XXXX XXXX XXXX XXXX  XXXX ) was backed up for both Vermont and New York homeowners. Community Bank was aware of the delays yet offered nothing timely to avert negative credit reporting. Apparently they still have not offered assistance to support customers that received negative reporting marks during this time of need and delayed disbursement of XXXX XXXX XXXX funds. This is according to my current branch manager, in a recent email communication. 

XXXX Bank 's messaging in my recent communications makes it seem I'm asking for an exception. I would like to offer that this should be the rule, to assist customers in a time of financial need, not an exception. I'm a low/moderate income, single, XXXX woman and have worked tirelessly to make my life what it is. It's insulting and while many incurred hardships, no one should be penalized for late payments that were eventually made up to Community Bank, during a public health emergency. Moreover, Community Bank knew of the emergency aid program 's delay due to demand. 

In speaking with SC of the XXXX XXXX XXXX XXXX Department XXXX she explained to me that all they could do was XXXX a Repayment Plan or 2. a Loan Modification. She told me I could not get a " Forbearance, '' because of the TYPE of Mortgage I had, which made no sense, because I had gotten one in XXXX to avoid adverse financial impacts of XXXX. 

I asked her about this and let her know my Mortgage type has not shifted. She said the earlier forbearances were a one time thing. I asked for an exception then as XXXX persisted AND I had undergone a XXXX. Nope. To note, no one in the XXXX XXXX department would email with me, though I requested it, and is called for as an XXXX written accommodation. 

In any case, XXXX, she sent me the paperwork to start the application process for one of the programs they proposed on XX/XX/XXXX. The letter states they are aware I'm experiencing a hardship and that to be considered to return documents and they would review my eligibility for Home Retention Options and Home Liquidation Options. I called XXXX every few days to follow up and moved from the XXXX " phase '' to the requesting " Info '' phase in mid XXXX to " Completed Review '' phase on XX/XX/XXXX. I shared this with my Branch Manger. 

Initially, I had reached out by phone to my branch on XX/XX/XXXX. I called my then Branch Manager, XXXX - after being advised to do so by the Loan Servicing Department. I had called them to let them know of my situation and that I had submitted an application to the American Rescue Plans Act- HAP Program and was told turn around was XXXX weeks. It turned out to be more than two months. 

The reason I am revisiting this XXXX XXXX request this Spring, is while going through a XXXX  loan application process with my current bank manager, and the Loan Officer, who pulled my credit report, though I hadn't granted permission, it brought up the derogatory credit marks. During this HELOC review, it was curious because both staff encouraged me to reach out to their " Insurance XXXX, '' and someone there, XXXX, to get a quote although I had recently gotten renewed. XXXX Insurance casually asked for my XXXX and SS # ... fortunately before providing these, I asked IF she was going to pull my credit report, and when she said yes, and it would take a hit, thus I declined to proceed with a quote. 

I felt that there was some mysterious and unclear interest rates and terms of the Draw Period and Repayment Period batted around and have to say it was challenging to get in " writing '' what exactly Community Bank was offering in terms of its XXXX. Needless to say, that is not what I am writing about, but I do not understand How come Community Bank could Offer a Forbearance in XXXX and simply would not in XXXX when XXXX persisted? Moreover, my Mortgage type had not changed, which is the reason I was given. No forbearance for XX/XX/XXXX due to my loan type... 

XX/XX/XXXX I received my XXXX XXXX letter from Community Bank, after contacting them about my mortgage and financial situation/needs. They have since, in XXXX, while I requested a forbearance and awaited emergency assistance, reported my mortgage late, negatively impacting my credit during XXXX and have refused to offer a Goodwill Removal. 

Thus to summarize, this complaint is based on Community Bank, NAs unwillingness to work with me to protect my financial integrity during a time of an emergency health pandemic unlike no other we have experienced, compounded by an unplanned XXXX and the delay in federal emergency funds designed to support homeowners such as myself. Thank you for your assistance.

Company response to consumer: Closed with explanation