Mortgage -- Problem with a credit reporting company's investigation into an existing problem -- Complaint #5279402

Complaint Overview

Complaint ID: 5279402

Company: Paramount Residential Mortgage Group

Product: Mortgage

Sub-Product: Conventional home mortgage

Issue: Problem with a credit reporting company's investigation into an existing problem

Sub-Issue: Investigation took more than 30 days

State: Massachusetts

ZIP Code: 02150

Date Received: 2022-03-02T12:00:00-05:00

Date Sent to Company: 2022-03-02T12:00:00-05:00

Company Response: Closed with explanation

Timely Response: Yes

Consumer Disputed: N/A

Submitted Via: Web

Consumer Narrative

On XX/XX/XXXX, I called Paramount Residential Mortgage Group ( prmg.net, the lender ) for a credit dispute due to an error in the system earlier in the summer ( I did not find out about this error until XX/XX/XXXX when trying to open another loan ). The new lender said I would not be able to proceed with the loan until this credit dispute would be resolved, or at the very least until I'd receive a letter from PRMG explaining that this delinquency was not my fault. My loan # is XXXX and it's serviced by NJ branch of this business. After 3 representatives who had problems with their phone ( many of their reps seem to have bad phone lines w/ static ) I was finally transferred to a representative who could hear me. The lady on the phone was polite, and she claimed to have opened 2 work orders : XXXX being the dispute with the credit bureau and another a request for this internal letter from another department ( why their own department is able to see that the error was indeed due to a faulty auto-pay system but isn't able to issue this letter that would take all of 15 minutes to write is beyond me ). She also took down my email for the digital copy of the letter to be mailed to. This conversation took place on XX/XX/XXXX, she promised 7 business days for both. I called back on XX/XX/XXXX to confirm that both work orders were being processed, the girl said to expect the credit dispute done by XX/XX/XXXX and the internal letter with explanation for the new lender by " next Monday '' ( XX/XX/XXXX ). Today, after not receiving the letter I called again ( and also encountered 3 reps with bad phones before getting to one that could talk almost 2 hours later ). She said she had the letter in hand and would email it to me. 4 hours later, after no email, I called again, only to be told that no work order for the letter from XX/XX/XXXX exists and it was just recently opened earlier that day. I was told to expect it by XX/XX/XXXX. I asked to be forwarded to the manager, but instead was put back on hold and returned back to the main phone prompt. The manager seemed to be avoiding me. Either I was lied to both on XX/XX/XXXX and XX/XX/XXXX by different individuals or their system is broken. This letter explaining that the delinquency was due to error with their autopay system and not my own doing was requested back on XX/XX/XXXX and I need it urgently to proceed with another loan. They lied to me about processing this letter, and about 7-business day turnaround.

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This analysis is AI-generated based on publicly available CFPB complaint data. It does not constitute financial or legal advice.

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