Consumer complaint received 2025-09-06 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: Guild Holdings Company
State: TN

Complaint narrative:
Consumer Complaint Against Guild Mortgage Complainant : XXXX XXXX Loan XXXX XXXX XXXXXXXX Dates of Issue : XX/XX/XXXX Present Summary of Complaint : I am filing a formal complaint regarding Guild Mortgages mishandling of my XX/XX/XXXX mortgage payment and their continued inaccurate credit reporting. 

I became a new client in XX/XX/XXXX and set up auto-pay through my XXXX XXXX checking account in XX/XX/XXXX. 

I had sufficient funds available and received confirmation that auto-pay was active. 

Despite this, my XX/XX/XXXX payment did not process due to a Guild system error ( unable to locate message ).

Guild failed to provide timely or proper notification of this payment failure. I received no email, no phone call, no voicemail, and no valid mailed notice ( the letter they claim to have sent on XX/XX/XXXX, was sent to my property address instead of my correct mailing address, which was already on file ). 
Once I discovered the issue myself online, I immediately contacted Guild and paid the full balance. I also provided proof of available funds at the time of auto-pay withdrawal.

Despite these facts, Guild reported the XX/XX/XXXX payment as 30-days late to the credit bureaus.

Attempts to Resolve : I reached out to Guild multiple times by phone, email, and letter to resolve this issue.

The only responses I received were dismissive and generic, such as weve sent this to the complaints group, with no follow-through or correction.

More than 30 days passed without any meaningful resolution or communication.

I ultimately refinanced with another lender due to Guilds lack of service.

Current Status : Guild Mortgage continues to report this payment as 30-days late, which is factually inaccurate and damaging. This error was caused by Guilds system failure and lack of notification, not by a missed or refused payment on my part.

Requested Resolution : Immediate removal of the XX/XX/XXXX XXXX late payment from all credit bureaus ( XXXX XXXX XXXX XXXX ) XXXX 

Written confirmation that my credit file has been corrected. 

Assurance that Guild reviews and improves its notification and customer service practices to prevent this from happening to others.

Relevant Law : This is a violation of the Fair Credit Reporting Act ( FCRA ), as the information being reported is inaccurate, incomplete, and unfairly damaging.

I would rate Guild Mortgage a negative star if I could even one star is far too generous. Avoid this company at all costs. In decades of owning homes and holding multiple mortgages, I have never experienced customer service this bad. From the top down, there is a complete lack of care, accountability, and professionalism. Despite repeated outreach by email, phone, and letter, I received nothing but dismissive, cookie-cutter replies like weve sent this to the complaints group, with no action or resolution. Guild Mortgage treats its clients with indifference, and it shows.

Company response to consumer: Closed with explanation