Consumer complaint received 2017-04-24 00:00:00
Product: Mortgage — Conventional home mortgage
Issue: Incorrect information on your report — Account information incorrect
Company: Guild Holdings Company
State: TX

Complaint narrative:
On   XXXX   XXXX   XXXX  , we reached out to  Guild  Mortgage with a pressing request concerning our credit files that we would like to have revised. No return calls were received until   XXXX   XXXX   XXXX   from Mr.  XXXX   XXXX . He stated he did not know what happened and why there was a delay.   Mr.  XXXX  advised all he needed was a letter from  XXXX   XXXX  explaining the situation.   XXXX   XXXX   XXXX    provided a letter on  XXXX   XXXX ,  XXXX . This was then sent to Mr.  XXXX  who advised he was 99.9 % sure would be sufficient.   On   XXXX   XXXX   XXXX  , we received a call back from Mr.  XXXX  advising that the letter would work if the  4th  paragraph was removed by   XXXX   XXXX   XXXX  . This request was made of   XXXX   XXXX   XXXX   but was denied. Mr.  XXXX  then stated he would try again within Guild. He advised he would fight for us. At this point, we advised Mr.  XXXX  that the report showed  2  late payments for   XXXX   XXXX  , which is not true. He stated that issue could not be corrected due to a system issue as the loan paid off in   XXXX   XXXX  . Mr.  XXXX  stated he would send us a letter. Numerous calls have been unreturned since and we have not received this letter.   We opened our mortgage with  Guild  Mortgage in  XXXX  of  XXXX  and took pride in the fact that all our payments were routinely made in a timely manner. Unfortunately, in   XXXX   XXXX  , we refinanced our home with  XXXX   XXXX . We advised  Guild  Mortgage of the refinance.   XXXX   XXXX   XXXX    Loan Officer   XXXX   XXXX   XXXX  advised us that Guild Mortgage could not mark our credit for 45-60 days, by law, as they were aware we were refinancing. We closed on the refinance on   XXXX   XXXX   XXXX    At that point, we were advised the payment would be sent on     XXXX   XXXX   XXXX    XXXX   We again were assured no negative marks would be made against our credit. Mr.  XXXX  has now stated he has no recollection of these comments being made by him but does agree it was made by another colleague of his. Since this incident, we have learned to obtain information in writing and record conversations.   Regretfully, this led to a late payment on ou r Guild  Mortgage account in   XXXX   XXXX  . To this point, we had no late payments and we have had no late payments since for any debt.   While we understand that Guild Mortgage did not necessarily create the issue, Guild Mortgage can help us correct the issue. We are in the process of trying to lower our debt, and it has come to our attention that the late notation from Guild Mortgage may prevent us from taking full advantage of the best interest rates available and create hardships in our debt reduction. Since that notation does not reflect our overall credit status, we respectfully request that Guild Mortgage please give us a second chance at a positive credit rating by revising that notation. We sincerely hope that there is redemption at Guild Mortgage, and we plead for such consideration.   If any additional documentation would assist in reaching a positive outcome, please feel free to let us know.   We thank you again for the time you have spent reading this correspondence.   Very hopefully yours!

Company response to consumer: Closed with explanation