Consumer complaint received 2025-05-26 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Incorrect information on your report — Account information incorrect
Company: ASSOCIATED BANC-CORP
State: WI

Complaint narrative:
For months I have complained about having payment issues with Associated Bank mortgage payments and that I felt I was paying but my mortgage payments were not catching up and reporting late. I have previous complaints on file with CFPB as well.

I have been paying close attention to try to figure out why they were stating my mortgage was behind. I recently found out that when I was going in the branch stating I want to make a mortgage payment my payments were not going towards my mortgage. They were taking my payments and paying fees on the account and placing my deposits in an unapplied account because the amount was not paid in full. Which was inaccurate because I did make my mortgage payment but they were taking the money and placing it where they want it and keeping my mortgage behind. This caused a real financial strand to the point I was just paying my mortgage and was not able to pay other obligations.

I filed Bankruptcy and did a reaffirmation agreement and on the documents it state my mortgage payment is XXXX XXXX in which I paid on XX/XX/XXXX. I later got a statement that stated for XX/XX/XXXX my payment would need to be XXXX XXXXXXXX and had my XXXX payment was never received. When I got the statement on XX/XX/XXXX I immediately called Associated Bank and was told I never made XXXX payment and they were not able to assist me. I went into the branch to inquire about the funds I paid and was assisted by a banker who called because the funds were sitting in the unapplied and never post to the account. They post the funds to my account at that moment then reported to the credit agencies that I made an payment on XX/XX/XXXX in which I made my payment on XX/XX/XXXX. I got another statement by mail and it retracted the XXXX payment of {$1100.00} to {$1000.00} as mortgage payment due. What happened to the remainder funds from that payment? Because it was not a credit for XXXX payment because it still state full mortgage payment due. In which I paid XXXX XXXXXXXX on XX/XX/XXXX. 

The same thing happened in XXXX I made a full mortgage payment and they took XXXX XXXXXXXX out my mortgage payment and applied it to fees and left the remainder in the unapplied because it was not a full mortgage payment and once again said my mortgage was late and charged fees and the banker in the branch had to ask for a reversal to place the money back to my account so my mortgage payment would be satisfied. No one can explain why my account is not reflecting correctly and this has been an ongoing issue now I am questioning my whole account dating back to when my mortgage was generated in XXXX. Because I have expressed concerns and all they would state was I owed them as documented in my previous complaint on CFPB their response was I owed and my case was closed now I have proof. I also found out that Mortgage companies can not take my mortgage payment and pay fees if I specifically state I want to make my mortgage payment in which I was telling the teller every time I wanted to make a mortgage payment. I was not stating I want to pay fees and mortgage because I never knew I had incurred fees. As the attachment posted all the monies sitting in accounts and not posted

Company response to consumer: Closed with explanation