Consumer complaint received 2024-11-24 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: FIRST NATIONAL BANK OF PENNSYLVANIA
State: NC

Complaint narrative:
In XX/XX/XXXX I took out a mortgage on land I purchased in XXXX NC. The mortgage was with First National Bank of PA. For the first year plus there were no issues. Similarly, I have never had an issue with payments or any of my mortgages for the last fifteen-plus years. However, in XXXXXXXX XXXX XXXXXXXX, I was moving out of my home so it could be staged and shown for sale. During the process of sending the mortgage payment in XX/XX/XXXX, it was somehow sent to the incorrect lender/mortgage company from a previous mortgage which was paid off back in XXXX. This was a clear mistake but the old mortgage company did not bring it to my attention. Rather the payment is simply deposited. Once it was established as paid to this former lender, each time I went back to pay the mortgage in subsequent months it was sent to the incorrect lender again. 

Now, if First National Bank had simply reached out to me via phone and let me know I was delinquent on my mortgage I would have rectified the situation immediately. They did not. They claim they sent letters, which I was not aware of due to being away from my home while it was selling. If you are going to send the account to delinquency of a borrower who is paying a {$3300.00} mortgage and all other bills on time and has always paid on time in the past, there should be a minimum standard of speaking directly to the borrower. I was not made aware of the missing and now delinquent mortgage payments until XX/XX/XXXX, almost three full months after XXXX began sending the account to delinquency. On XX/XX/XXXX I received a phone call and voicemail. The call was immediately returned, I cancelled the XXXX payment to the incorrect bank and sent it that day to First National Bank. While also informing them of what had happened, showing them the previous payments to the wrong bank and making sure they would reverse any credit issues stemming from this situation. Considering they did not make appropriate efforts to inform me. 

Two weeks later, I received all the funds returned from the incorrect payments made and sent them directly to FNB. At this point, we had rectified all late payments and again, called to speak to a manager and explain that we paid the mortgage each month on time to the wrong company on accident and were not made aware by First National until XX/XX/XXXX, at which point I rectified the situation immediately. The manager kept telling me that he could not fix the credit reporting or remove it. Even though I had shown the payments made to the incorrect bank, the lack of communication and the inability of FNB to inform me of the issue until they had sent my account delinquent and reported negative credit hits for XXXX, XXXX, and XXXX again for 60 days late. As I have mentioned I was paying other mortgages and bills all on time and have for XXXX years. The only negative credit reporting on my account is from FNB even though I was able to show them the payments made, get them back, and pay in full within 14 days of being notified our payments were not going to FNB.

The initial contact with First National Bank after we had paid in full and fixed any late payments I was provided a letter by the company stating the account had been paid up and was in good standing. Even stating that they were informed of the issues when they finally decided to make contact three months into reporting the account delinquent. My credit has been XXXX and higher for XXXX XXXX  and due to the lack of communication on a simple error of payment to the wrong company, it has thrown my credit into arrears at XXXX and is going to cause me to lose the build to permit loan on a home I have been working to build for XXXX plus years. For XXXX issue, which should have been and could have been rectified with a simple phone call in XX/XX/XXXX instead of XX/XX/XXXX. 

That is the general issue at hand and can be seen in screenshots and correspondence with FNB. These issues alone are plenty valid and should force FNB to rectify my credit or have the three credit bureaus fix my credit reporting themselves. However, there are even more valid legal and governmental statutes that should disallow negative reporting on my credit by FNB. On XX/XX/XXXX XXXX declared a natural disaster in North Carolina. Specifically in the county of XXXX which is where the land is located on the loan from First National Bank. If that was not enough, an amendment to the declaration by XXXX on XX/XX/XXXX included the county I reside in as well ( XXXX ) stating both counties are eligible for protections from credit reporting. As such, XXXX and the Federal Government state that creditors, mortgage companies, and banks alike are not allowed to send negative reports on consumers credit after XX/XX/XXXX and the disaster declaration. So the issue of my credit with First National Bank are twofold. Both extremely valid and legitimate points as to why and how First National Bank has operated below and standard that should be upheld by a lender as well as against Federal statutes.

Please do let me know if you need any further documentation and how I can help to rectify my credit and this situation. Time is of the essence. As I mentioned I am supposed to close on a build-to-permit loan in the next two weeks. If I do not I will lose my chance to build the home I have been working on for three years. I beg you to look into these issues and help me change the negative, unfair, unethical practices by First National Bank that have ruined my credit and are threatening my future home. 


Regards,

Company response to consumer: Closed with explanation