Consumer complaint received 2020-07-21 00:00:00
Product: Credit reporting, credit repair services, or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Information is missing that should be on the report
Company: Idaho Housing And Finance Association
State: ID

Complaint narrative:
> My mortgage loan was transferred to HomeLoanServ in XXXX of 2020. I thought I set up an electronic account and autopay to begin automatic payments in XXXX. When I checked in to it at the beginning of XXXX, I realized that no payment had been made for XXXX. I spoke with a representative on XX/XX/XXXX. I asked that rep to help me with my online account and to make sure my electronic payment was good to go. 

> XXXX. XXXX. School Closures. XXXX. I am a middle school teacher. XXXX -- OMG! The mortgage had not been paid. I called HomeLoanServ for help. I received a message encouraging me to use their online resources instead of waiting for a representative. I waited. Another message told me that I'd be charged for using a real person instead of going the online route. Still, I waited. This was bad. I am not accustomed to missing payments. The elevator music stopped playing. I thought I had been disconnected. Nope. Now, I think the company hopes people will hang up. 

> The repXXXX who took my call on XX/XX/XXXX was very helpful. She informed me that I could not make late payments and sign up for future auto payments on the same date. That information had not been passed on to me in XXXX. In XXXX, I had been told I was good to go. My visit on XX/XX/XXXX was productive. I thought. In my XX/XX/XXXX convo, I told the rep I was especially concerned about these late payments affecting my credit. She led me to believe that I needn't worry about that -- it was all fixed. 

> The XXXX payment was on time. Auto payment occurred on time XX/XX/XXXX. XX/XX/XXXX, a lender informed me that a previously approved loan could not go through because my XXXX XXXX had dropped significantly. Once again, I called HomeLoanServ. 

XXXX XXXX XX/XX/XXXX, today, I first spoke with XXXX. She was kind and helpful. She listened to my story and admitted she could do little to help me, perhaps her team lead could. She passed me on to XXXX. ( I think that was her name. ) XXXX seemed on the defense as soon as our conversation began. I admit that paying the mortgage on time is my responsibility. I asked if she could somehow help me convey to the loan company that it was not a shortage of funds or a refusal to pay that led to my late payments. It was a misunderstanding of information given to me when I requested help in XXXX. I asked if she could help me inform the loan company that I am currently in good standing and paid in full. I don't know how many times she repeated, " we have done our due diligence '' and did our best to inform you of your account 's standing. 

> She said they had tried to call me. They might have, but I did not speak to anyone. If a phone number came up that I did not recognize, I'm sure I did not answer it. There were many warnings of scams and cons during the pandemic quarantine. I did not receive any written notices on time because the company did not have my current mailing address. I agreed with XXXX that they had done what they could with the information they had, but I still needed help. Could she provide any information to my loan officer that would suggest I had the means to pay on time, but not the where-with-all? Again, she reminded me that they had done their due diligence. She said I could talk with her supervisor. I said that would be great, I'd like to do that. Maybe the supervisor could send an email? She put me through to a voice mail that said someone would do their best to get back to me in the next XXXX hours. Ugh! Not a person. 

> I took a little breather and tried again. From the start. I called HomeLoanServ, listened to the menu, pushed zero, listened to the menu ... hello? I now had XXXX on the line. I received a similar, but polite line of reasoning and help. I asked if I could get the transcript of my previous phone conversations. I would like to read them and see if I was just remembering the conversation incorrectly. The ones on XX/XX/XXXX and XX/XX/XXXX. She put me on hold while she checked with her lead. Do you think it was XXXX? When XXXX returned she told me that I'd need a subpoena to have access to the transcripts. Seriously? 

> I do not feel like this financial company provided me with the help and information I needed when I asked. I feel that the misinformation I was given, led to more problems and late payments. Those late payments led to automated negative credit reports that have seriously screwed with my life. When I turned to the company to help remedy the situation, I found deaf ears. 

> I did not request forbearance during our nation 's crisis. I budgeted appropriately and was able and willing to make my payments. I just needed guidance. The guidance that I sought and then was misled. I do not think the representative that initially helped me meant to send me down this miserable wormhole. Perhaps I misheard her. The quarantine was a tiresome window of time. I don't think the rep I spoke with when I called the second time in XXXX meant to give me false hope for my credit. I think my efforts to reach out for help and willingness to be paid in full attest to the sincerity of my dilemma. I do not think the leaders of this financial institution care beans about my XXXX XXXX, me as a person, or the predicament I have been placed in due to their careless guidance. I think that is sad. 

> I know making the payment on time was and is my responsibility. I fell short and did my best to remediate as soon as possible. I also believe that painting an accurate picture of one 's payment history for their credit is one of HomeLoanServ 's responsibilities. They take no ownership for the part they played. I asked for help and a dismissal instead.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation