Consumer complaint received 2024-07-05 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account status incorrect
Company: SUN WEST MORTGAGE COMPANY, INC.
State: FL

Complaint narrative:
On XX/XX/XXXX I went into the Sunwest online payment portal from my cell phone. 
30day Derogatory loan # XXXX XXXX minute over the online payment portal Payment for month XXXX was not processed ( went on at XXXX instead of XXXX ) No disclosure that the online payment system is not available after XXXX est on any day or on the last day of the month. 
I was unaware until I applied for a refi at 62 % XXXX WITH {$120.00} cash out XXXX 12 % Debt to Income with new refi No late history No awareness of the portal not available same day after a certain hour Advised more than once that I am unable to schedule a payment online unless done as auto pay or on the XXXX of the month. 
Have updated and paid in advance XXXX months in a row since XX/XX/XXXX Made more than 4 attempts to reach leadership and still nothing from a phone call or email ( leadership with Sunwest is unwilling to give their time ) ; the service and mortgage departments have both been very helpful and fair unfortunately leadership does not seem to have the same quality of service as the departments customers speak with. 
I requested a callback from leadership on XXXX 
XX/XX/XXXX I called Sunwest again and was told my second concession request was denied and that they are not able to provide a response on the specific reason other than I pay on the XXXX of each month- this was communicated to them twice as to why and was changed. 
I also provided 3 months of bank statements pre and post XXXX ; XXXX to show funds clearly were available. 
Asked for someone in the leadership team to call me on XX/XX/XXXX / XX/XX/XXXX - told a XXXX would receive a XXXX request and I might get a call but no one could validate the request or verify when. 
This is clearly deceptive service and a lack of transparency and communication. 
The derogatory should be removed as this was not a special circumstance but an obvious problem with the portal and no disclosure of the time period for sane day transactions According to leadership in the service dept I logged on at XXXX EST. I submitted my payment and closed my laptop.. I have made my payment towards the end of each month online as I do not receive a paper statement and I am oftentimes flying I travel often and have asked Sunwest over the last 20 months of perfect history and no 30 day lates many times if I could pay online without doing automatic payments and was told. NO every time. On XX/XX/XXXX I made another payment which was out of character as I always pay online around the XXXX ( paying the after the XXXX {$300.00} fee ) and never asked for any concessions- on XX/XX/XXXX I did this as I was working with XXXX XXXX I want to install XXXX XXXX and XXXX advised to pay the day we spoke on XX/XX/XXXX. Not thinking anything of it I later did an online application for a mortgage refinance with Sunwest my existing mortgage company on XX/XX/XXXX. I wanted to do a refi and take approx $ XXXX with. Rate reduction possibility to do my roof still stay with my longtime lender I was advised on XX/XX/XXXX I was late 44 days for the month of XXXX - note I had more than enough in my bank ( which I provided XXXX ) 3 months of banking statements- I expressed confusion as I was not aware of this. I was advised I logged in at XXXX instead of XXXX. I was told the portal shuts off at XXXX XXXX ( XXXX ) min before I was obviously upset explaining I was not aware of this and this is not disclosed anywhere on their website and service portal.. I was advised that I could send a concession request for a one time consideration to remove this as I have never once been late Sunwest Loan # XXXX for {$2800.00} at XXXX with a balance of {$270000.00}. 
Never late/ always online portal/ no awareness of the portal for payment shutting down at XXXX- which would be XXXX XXXX as that is where Sunwest is located. This is not listed anywhere on the website I do not receive a paper statement and I did not have any information other than I had to pay online the same day instead of making a scheduled payment online ( as I have asked for many times over ) I am now scheduling because a success manager was kind enough to help me find the location on the bottom of the portal below all XXXX as even he could not find it at first. The calls are recorded and the scheduled payment not using autopay was advised to me more than once ( THIS IS NOT AN OPTION IS IT IS NOT ON THE XXXX OF THE MONTH OR AUTOPAY ) I make my payments when I fly back home and this towards the end of the month. That XX/XX/XXXX payment was made and attempted on XXXX - XXXX did not receive an email otherwise or a receipt of payment and do not always receive a receipt of payment so I thought nothing of it and assumed it was paid as it is paid every single month never late I have never asked for any special treatment only a FAIR REQUEST TO MAKE A XXXX TIME CONCESSION TO ALL THREE CREDIT BUREAUS to remove to derogatory mark I not only corrected this but have made an additional payment and an advance payment for XX/XX/XXXX I provided SWMC leadership 3 months of bank statements to clearly support there is more than enough in the bank consistently to make my payments without any concern or risk assessment and I have never asked for this request nor needed to Given I was never informed of the XXXX min rule regarding the portal for payments/ since I was XXXX minute over the acceptance of my payment online- if I was I would have called and made a payment via the automated XXXX if that is an option but I am not sure if it is/ but commonly that would be the normal process/ as it would be normal to pay online even after the bank is not open with employees That is apparently the reason the portal shuts down/ the company is closed - NO DISCLOSURE ONLINE OF PAYMENT ONLINE CUTOFF/ WAS ADVISED MORE THAN ONE TIME I COULD NOT SCHEDULE ONLINE PAYMENTS UNLESS IT IS AUTO PAY OR SCHEDULED ON THE FIRST OF THE MONTH. No NOTICE AFTER THIS OCCURRED EVEN AFTER I APPLIED FOR THE REFI ONLINE UNTIL I SPOKE TO A LOAN OFFICER AT SUNWEST ( he was even surprised they didnt give me a concession ) as this was so obvious and my history and behavior is so consistent I provided income support data remove any concern I have never been on my current loan listed with Sunwest and I have always paid the fee of almost {$300.00} each month never asked for a refund as I pay usually after the XXXX - I did this because I was told I could. Not schedule an advance date online - I could only schedule for auto pay or on the XXXX of the month and I ask on calls that are recorded. I have been a longtime customer and am trying to keep business with Sunwest which my income Debt to income with a new refi and cash out $ XXXX ~ XXXX is 14 % and my Loan to Value would be approximately 62 %. This is not a special request to give me the XXXX time concession on this 30 day derogatory mark on all three credit bureaus reflective of XX/XX/XXXX / which I apparently was XXXX MINUTE over the acceptance on the online portal to pay and unaware this rule existed nor is it disclosed online- This is a fair and reasonable consumer request/ I have escalated twice and been denied for no other reason than I always pay towards end of each month. I have already changed this and have pre scheduled my payment to avoid this after a service success manager helped to find the access to this option as it is not listed next to the payment section- and I was advised over and over on the phone previously this was not something that could be done Please assist to correct and remove this clearly deceptive attitude towards what is obviously a violation of the FCRA and I have no late payment history with loan # XXXX with Sunwest Mortgage XXXX have never asked and a, not asking for special treatment only a reasonable and more than fair request to concede and remove the derogatory from all three credit bureaus as this is more than obvious and more than fair given my income provided, my updated payments and my history with this loan along with my online behavior every month and the same method every single time XXXX minute over a portal payment system is not a reasonable way to conduct good service and satisfaction to any customer and no disclosure online on their website is a clear indication that they are failing to deliver the service and the needs of their customers in terms of concise and accurate information This is not only a bad service practice but frankly a deceptive service gap..,, XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX SUNWEST LOAN XXXX XXXXXXXX

Company response to consumer: Closed with explanation