Consumer complaint received 2025-02-14 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Problem with a company's investigation into an existing problem — Their investigation did not fix an error on your report
Company: BOK FINANCIAL CORP
State: TX

Complaint narrative:
I have had exceptional or excellent credit my entire adult life. 

I now have fair credit due to an administrative error in a real estate transaction in the XXXX XXXX XXXXXXXX ( XX/XX/XXXX ) with the Bank of Oklahoma XXXXXXXX XXXX XXXX XXXX ( hereinafter XXXX XXXX XXXX XXXX XXXXXXXX XXXX XXXX XXXX XXXX acknowledges I did nothing wrong, and the account is now closed, but XXXX XXXX XXXX refuses to remove the late-payment notice they filed with the credit bureaus. This is willful refusal to provide updated information, providing inaccurate information, etc. 

XXXX XXXX XXXX improperly failed to notify me of the discrepancy prior to filing the negative mark on my credit. 

I sold my home in XXXX, TX XXXX, and on the same day, XX/XX/XXXX, bought a new home in XXXX, TX. Its important to note that Bank XXXX Texas held and holds the mortgage on both properties. For the XXXX home, there were XXXX mortgages attached, both from XXXX XXXX XXXX XXXX XXXX XXXX has - and has had since XXXX - my cell phone number, my email address, and my current home address. My mortgage loan officer was the same for many years as well : XXXX XXXX. 

I received a voicemail on XX/XX/XXXX, allegedly from XXXX XXXX XXXX but from an unknown number. The woman did not say what the call was regarding. I emailed XXXX XXXX, and he said it was probably a follow-up survey or trying to get more banking business. I did not call the number back. 

Throughout XXXX and XX/XX/XXXX, I received a series of calls from an unknown number. In each of these calls, a woman claimed to be from XXXX XXXX XXXX. She would not tell me what the call was regarding, but she requested my Personal Identifying Information ( PII ) to authenticate. Specifically, she asked for my full social security number, which will be reflected in the recorded call line. Given I did not know her, I did not request the call, and I didnt recognize the phone number, I used my extensive training in fraud prevention to decline to give her this information. I told her to email me if it was legitimate business, using the email address possessed by the Bank. I also told her I would be happy to speak to XXXX XXXX about the matter. No such communication was received. I went about my business and thought nothing else of it. 

On XX/XX/XXXX, I received another call, but the woman disclosed to me just enough information - that it was about my second mortgage to catch my attention. I stated I didnt have a second mortgage anymore. The woman said that wasnt correct, and we terminated the call. I called XXXX XXXX, and he assured me it was probably the insurance department, and I didnt have anything to worry about. 

However on XX/XX/XXXX, I logged into my online account with XXXX XXXX XXXX and noticed a balance of {$100.00}. I emailed XXXX XXXX right away, and we had follow up communications with the title company. On XX/XX/XXXX, I was assured that between Title and XXXX XXXX XXXX, the matter was resolved. I was informed the per diem had not been included in the pay off at the time of closing, an administrative error, and that I would soon receive the release of XXXX. I was assured there would be no impact to my credit report. 

In late XXXX, I finally received a paper letter Notice of Default from XXXX XXXX XXXX  dated XX/XX/XXXX, sent to my old address in XXXX. This had to be forwarded through various channels. I never received any communication addressed to my new address in XXXX, despite the fact that XXXX XXXX XXXX has this address, given they hold my current mortgage. I filed this letter away, given the assurances that the matter was resolved. 

On XX/XX/XXXX, I logged in to my credit report to discover there was indeed an impact to my credit report. This was willful and knowing Reporting Inaccurate Information by XXXX XXXX XXXX. I emailed XXXX XXXX, and did not receive a reply. I called XXXX XXXX XXXX XXXXXXXX XXXX XXXX on XX/XX/XXXX. I was informed I would receive a call back. 

On XX/XX/XXXXXXXX XXXX XXXX XXXX called me back and informed me XXXX XXXX XXXX  would not remove the late-payment notice with the credit bureaus, despite acknowledging in the same call that I did nothing wrong. This constitutes failure to update consumer credit information ; willfully and knowingly refusing to report accurate information. 

The FCRA requires that creditors inform credit reporting agencies if they made a mistake so a consumers records XXXX be accurately updatedXXXX XXXX XXXX XXXX refuses to do this. 

The FCRA requires that Creditors notify consumers when they give negative credit information to a credit bureau ; XXXX XXXX XXXX did not provide any such notice. 

Given the facts set out above, I am requesting that XXXX XXXX XXXX be held liable to the full extent of the law. XXXX XXXX XXXX should be immediately instructed to remove this negative information from my credit file.

Company response to consumer: Closed with explanation