Consumer complaint received 2025-02-02 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: Wallace Management Company, LLC
State: MO

Complaint narrative:
Ok so I was getting married on XX/XX/XXXX and we spent All of our money on our Wedding & friends & family were coming from out of state to attend and we didn't want to be broke so my husband took out a {$700.00} loan from Empire finance on XX/XX/XXXX I asked him if he was paying on the loan he said yes.I did not officially get added to our now joint bank account until XX/XX/XXXX and figured he had paid it off by then.WELL APPARENTLY HE DIDN'T!!! AND we are in the process of buying a home with a VA loan and we're pre-approved and paperwork was already through and signed by both parties and closing was set for 02/04/25.Well the loan officer ran another credit report before submitting the loan and it now came back with a 60 day late payment because Apparently he didn't make a payment for XXXX & XX/XX/XXXX so the loan agency said they could no longer proceed with our loan.So my husband went to the XXXX XXXX branch on XX/XX/XXXX and spoke with the branch manager XXXX XXXX and explained the situation and made a payment and set it up for automatic withdrawal from our account and she agreeded to take the 60 day late payment off his report & gave us a signed extension agreement stating that we were granted a extension and that previous payment books for this account may not be accurate due to granting this extension and if they ( meaning our morage loan officer ) needed to speak with her she signed her name and wrote her phone number next to it that they could call her but that they do not do their credit reporting until the end of the month so it would have to wait until then.So we had to now push our closing until XX/XX/XXXX because the closing has to be 30 days after the loan is submitted and we can't submit the loan until the 60 day late payment is off his report.So on XX/XX/XXXX I told my husband let 's go there to re-remind her and make sure it's taken off!! So we went there & now she proceeds to tell us that ONLY THE CORPORATE OFFICE CAN TAKE THE 60 DAY LATE PAYMENT OFF HIS REPORT.BUT SHE DID HER PART cause there is a updated report on out credit that says EXCEPTIONAL PAYMENT HISTORY AND SHOWS THAT THE LOAN IS Closed as of XX/XX/XXXX and is paid off and the other one is still on the report with the 60 day late payment and says it was opened XX/XX/XXXX and that we are {$400.00} behind but the monthly payment amount is {$120.00}! So that doesn't even add up correctly!!! So She gave me the corporate office phone number and I called and spoke with a XXXX on XX/XX/XXXX and explained the situation and she said she doesn't know why she ( the branch manager-XXXX  ) would have told us that because they don't do that so I asked to speak with a supervisor and she said he would call me back and took my phone # .And of COURSE I NEVER RECEIVED A PHONE CALL BACK!! So on XX/XX/XXXX I called because I was sending a certified complaint letter and wanted to verify the address so I called a different phone number and verified the address and asked if maybe she could help me and she said she was transferring me over and I ended up getting transferred to XXXX ( but at the time I forgot to get her name when I last spoke with her ) so I explained the situation and said I forgot to get the ladies name I spoke with and she said her supervisor would call me and I haven't received any phone calls.AND SHE THEN SAYS THAT SINCE SHE LAST SPOKE WITH ME SHE RAN A CREDIT REPORT AND SAW THAT THERE WAS A NEW UP TO DATE ONE THAT SAYS EXCEPTIONAL PAYMENT HISTORY AND she emailed her supervisor and was waiting to hear back from him BUT IS THERE ANYTHING THAT SHE COULD SEND OUR LOAN OFFICER TO FIX THIS SITUATION THAT WAY.SO I CALLED MY LOAN OFFICER AND SHE SAID NO IT HAS TO BE TAKEN OFF THE CREDIT REPORT SO I CALLED HER BACK AND TOLD HER AND SHE SAID SHE GOT A EMAIL BACK FROM HER SUPERVISOR IN THAT TIME SAYING NO THEY WOULD NOT TAKE IT OFF THE REPORT BECAUSE EVEN WITH THE EXTENSION THAT THAT DOES NOT MAKE UP FOR THE LATE PAYMENTS.THATS EXACTLY WHAT IT DOES!!! SO I SENT THEM A CERTIFIED COMPLAINT LETTER SAYING THAT THEY WERE in breach of agreement!! BUT NOW WE CAN NOT PROCEED WITH BUYING OUR FIRST HOME EVER AND MOST LIKELY WON'T GET APPROVED AGAIN FOR YEARS & we live it a tiny 1 bedroom house that is falling apart and has no heat and it XXXX all last week PLEASE HELP!!!

Company response to consumer: Closed with explanation