Consumer complaint received 2024-05-06 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: EQUIFAX, INC.
State: PA

Complaint narrative:
My mortgage was a 15-year mortgage that I wanted to change to a 30-year mortgage. I contacted XXXX XXXX  in XXXX XXXX to see if I could change the mortgage to a 30-year mortgage to help me save some money. I was informed that they would have to do a loan modification not a refinance. The paperwork was sent to me in XX/XX/XXXX, I completed it and sent it back. I was told by XXXX XXXX  and their servicing center to not pay the mortgage since they would be creating a new mortgage. I was also informed the process should take 1-2 months. As the months went by, I continued to contact the XXXX XXXX servicing center because they never contacted me. I was always told that they were working on it, and they would contact me. Again, months continued to go by, I called every few weeks and was told the same message. 
Then, in XX/XX/XXXX, someone from XXXX XXXX  called me and asked me if the {$2700.00} would be okay, and I said yes. The lady then told me that someone would call me back to review everything. No one ever called me back despite me calling back. Around XX/XX/XXXX, I received the loan modification paperwork saying that a payment was due on XX/XX/XXXX, and that I had to have paperwork notarized and sent back by XX/XX/XXXX. I called XXXX XXXX  and asked why I had not received the paperwork or a call earlier. No answers were given, and I asked for someone to call me back. I called back again in XXXX and no one once again called back. The paperwork was never explained to me, and my questions were never answered. 
In XX/XX/XXXX, I was able to speak to XXXX to answer some of my questions. Apparently, XXXX was new, and it took her weeks to get back to me with questions, and then she even gave me wrong information. I paid {$7000.00} in XXXX followed by another {$4200.00} in XXXX. These payments were not applied until XXXX and were marked as unapplied partial payments. As a result, XXXX XXXX  kept giving me late payments of 60, 90 days that were not correct. They were not adding my payments, and they continued to give me late fees. 
My credit report shows nothing for XXXX, but I was marked late 90 plus days during the loan modification process. This is for the time they told me not to pay the loan but gave me 90 plus day late payments. Then, they marked me 30 days late for XXXX ( should not have this since by the time I received the paperwork, my loan was late ) ; 60 days late for XXXX, but if they applied my {$7000.00} it would have been 30 ; 90 for XXXX ( there was XXXX from the {$7000.00} that should have been applied, plus the remained from XXXX ; 60 days for XXXX, but this was not even 30 days late ; 90 plus for XXXX and 60 for XXXX which were not correct ; 90 plus for XXXX and XX/XX/XXXX when {$10000.00} was paid in XXXX ). I also sent a payment that was down as a transfer from my checking like I always do in XXXX and they sent me a check saying they can not accept a partial payment, and once again more late payments. The whole experience with XXXX XXXX has been miserable. I have copies of my statements where you can see the notations for partial payments approximately two months after they were paid. 
I sent an email to XXXX XXXX  to XXXX XXXX who is their collections manager. He is rude and never willing to help. I had spoken with him in the fall about ways to pay off the mortgage with no avail. I spoke with him again on XX/XX/XXXX after sending XXXX XXXX  an email asking for the negative marks to be removed due to the lack of communication and incorrect communication. He argued with me that he could do nothing, and I caught him in several lies, one being that he never even read my email and admitted to it. He tried reading it on the phone. Then, he told me he would talk to the credit reporting department. I asked for their number, he said they did not have one. I asked for a name, he did not have one for me. He said he would call me back after he spoke with them. It has been two weeks, and once again, no call back from XXXX XXXX. 
I submitted dispute requests to the credit bureaus. I have not heard from XXXX, but Equifax made a revision to my credit report as per XXXX XXXX  regarding payments, escrow, etc. due to the loan modification that I went through. 
There was no contact made by XXXX XXXX  to me regarding the process or the fact that they had taken out a loan for {$55000.00} plus with a company named XXXX. I thought the missed payments during the modification would be added on to the end of the mortgage. 
I was given incorrect information from the XXXX XXXX  XXXX XXXX on more than one occasion regarding the modification and not making the mortgage payments during the loan modification. I have asked for the negative remarks to be removed, since I have been paying and trying to catch up on payments. I have received no help from XXXX XXXX. 

I have even sent a XXXX letter to XXXX XXXX  asking for the removal of the late marks on my credit report. Having the late marks when I was given incorrect information by their workers and when I was having difficulty making payments should be considered as a reason to remove the late marks.

Company response to consumer: Closed with non-monetary relief