Business Profile

Banking Services

SouthState Bank, N. A.

Headquarters

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Initial Complaint
12/23/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
In May of 2024, I moved my residence. On 4 separate occasions, I filled out the change of address on the mortgage payment coupon. I tried changing the address online to no avail. I tried calling and having the address changed after proper Identification Authorization. After repeated attempts to change my address, I called and was told the payment coupon wasn't a valid way to change address since the mortgage was under two names, even though the form allowed for two names. I finally mailed a separate form, along with an invoice for my wasted time. I received a response that acknowledged the change of address. That letter proceeded to tell lies that they never received change of address on my payment coupons. Since they were mailed with the checks, there can be no doubt they are in receipt of the request. They simply ignored it. They also went on in that letter with self-serving hogwash about it being my responsibility. when I went above and beyond to get this addressed. I dealt with 10 other financial institutions during this move, and this is the only one that created issues with their abysmal customer service. They still owe me the invoice for my wasted time and repeated failed efforts, due to their lack of proper service. I highly recommend anyone get their mortgage elsewhere. Service at this organization is non-existent.
Business response
12/31/2024

Richard *******
**** ******* ********
*********, NC *****

December 31, 2024

RE: BBB Complaint # ********

Dear Richard *******,
On December 23, 2024, SouthState Bank, N.A. (“the Bank”) received your complaint filed with the Better Business Bureau (BBB) regarding your dissatisfaction with the Bank’s handling of your attempts to update the billing address for your mortgage loan, and you are requesting the Bank provide you monetary compensation for your time and effort. The Bank takes seriously its obligation to fully investigate complaints. Please accept this letter as our response.
Your mortgage loan is serviced by the Bank’s third-party service provider, Dovenmuehle Mortgage Inc. (DMI). Your monthly billing statement provides a change of address option and includes a signature line for the borrower and co-borrower; however, it does not clarify that all parties associated with the loan must sign as does the Change of Mailing Address Form on the Website. We appreciate you bringing this to our attention and management will discuss this matter with DMI to ensure the requirements for submitting a change of address are made clear on the billing statement.
As confirmed in the attached response letter dated December 6, 2024, DMI successfully updated your address to **** Regency ********, *********, NC *****.
We appreciate the opportunity to service your mortgage loan and apologize for any delays you encountered related to your address change request; however, we are declining your request for monetary compensation.

Sincerely,

Justin Smatt
Complaint Management
Enclosure: Address Change Confirmation

Customer response
01/02/2025
I am rejecting this response. The letter dated 12/6/24 was full of lies. It stated that you never received my change of address request. This is a complete falsehood, since it was sent multiple times along with my payment. Since the payment was processed, it is only logical that you received the payment coupon with the change of address completed. I demand you produce those payment forms, unedited, to prove that you are in the wrong. Your response to this complaint, implies that both signatures were not present, however they were, as the original payment documents will show - another falsehood. This lying and complete failure to provide basic customer services should come with consequences. A simple apology does nothing to correct this situation. I once again am going to insist you pay the invoice to compensate for your inadequate service and waste of my time. The inability to simply change the address by either a simple phone call or online, after proper identification protocols, is inexcusable and antiquated. This level of service is atrocious, and apologizing is not a sufficient consequence.

Sincerely,
Richard *******
Business response
01/14/2025
If you can please provide the attached response from DMI to Mr. *******.
In response to your rebuttal, I requested DMI further investigate your complaint. As a result, it was determined, as you previously stated, that your address change requests were properly completed on your payment coupons on three (3) different occasions. Please refer to DMI’s response below for further details and on behalf of SouthState Bank, we sincerely apologize for this oversight and your inconvenience.
Richard F. *******
Pamela L. *******
**** ******* ********
*********, NC *****

Re: Loan Number: **********
BBB Case Number: ********

Property Address: **** ******* **.
******** *****, SC *****

Dear Richard F. ******* and Pamela L. *******:

Thank you for the opportunity to respond to the concerns you recently submitted through the Better Business Bureau (BBB), which we received on January 2, 2025. Your correspondence stated that you are rejecting our previous BBB response dated December 23, 2024. You stated that the letter you received dated December 6, 2024, was incorrect in stating that your address change requests were not received with your mortgage payments. Additionally, you believe that our December 23, 2024, response to your complaint implied that both signatures were not on the forms. You are requesting monetary compensation for your time. We have reviewed your concerns, and our response is indicated below.

Please be advised that we have contacted our Payment Processing Lockbox, as it was discovered that they received your monthly mortgage payments, along with your requests to change your mailing address. In our previous review of your complaints concerning the delays in processing your address change requests, we advised that our office did not receive the forms. Further review determined that your address change forms were not forwarded to our office from our Payment Processing Lockbox. This matter is being addressed directly with their facility to ensure these documents are promptly forwarded to us for processing.

Enclosed is a copy of our response to you dated December 6, 2024. Please note that this response confirms that the form included with your monthly mortgage statement is a valid method for processing an address change request. We apologize for the previous information provided. We understand this situation is frustrating, and we are very sorry for any conflicting or confusing information you were provided. This situation is not typical of our business practices. Please accept our apologies for any concern or inconvenience this may have caused you. Our goal is to provide you with the service you expect and deserve in the future. However, we respectfully deny your request for monetary compensation.

We believe that this response fully addresses the concerns outlined in your BBB correspondence. You have a right to request any documentation we relied upon in developing our response to your concerns in addition to any documentation already enclosed with this response. If you have any questions concerning this response or require additional assistance, please contact our Customer Service Department at 1-877-***-****, Monday through Friday, from 8:00 a.m. to 7:00 p.m. Eastern Standard Time (EST) and Saturday from 8:00 a.m. to 3:00 p.m. EST.

Sincerely,

Samantha H.

Samantha H.
Escalations Resolution Specialist
Research Department
Customer response
01/14/2025
I am rejecting this response. If this not the norm of your business practices, then why did it occur on THREE separate occasions. It seems it is the standard practice. In addition, I was lied to on the phone as well as in writing. This is highly immoral and unprofessional behavior. Yet you simply offer a weak apology and suffer no consequences. The monetary compensation for my time is more than fair and is a direct result of your actions.

Sincerely,
Richard *******
Initial Complaint
10/28/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Identity Theft Discrimination and Aiding other partners Removing us from credit card access and bank access Being rude and condescending Not removing us as guarantors even being out of the company with agreements Passing loans and accounts with fake and forged and non compliant documents List goes on.
Business response
11/06/2024
********
***********
*************
November 6, 2024

RE: BBB Complaint #********

Dear *** ****** *****,
On October 28, 2024, SouthState Bank, N.A. (“the Bank”) received your complaint filed with the Better Business Bureau (BBB). Our understanding of your complaint is that you believe your former business partner inappropriately instructed the Bank to remove you and your wife as authorized users from a business purpose SouthState branded credit card issued by **** ********* ******** (****) without your consent. Additionally, you believe the Bank should remove you as a guarantor on a commercial loan with the Bank. The Bank takes seriously its obligation to fully investigate complaints. Please accept this letter as our response.
As explained in the Bank’s previous responses on March 20, 2024, and June 20, 2024, the Bank’s records indicate you were the authorized officer associated with the now closed credit card for **** ******* ***, as well as an authorized employee cardholder from March 2023 to June 2023 for ******** ******* *****. It is our understanding that you were removed as authorized users on the ******** ******* ***** card by the authorized officer, who would have had full authority to make such decisions pursuant to the credit card agreements. It is also our understanding that the **** ******* *** credit card was closed, rather than you being removed. However, for confirmation and further information you would need to contact ****, as they, rather than the Bank, are the credit card provider on these accounts. Our research determined there is no evidence that supports your allegation of identity theft or faked, forged, or non-compliant documents, and we are considering this ****er addressed. If you have any questions regarding this ****er, please contact **** at 800.523.5354.
Regarding your request to be removed as guarantors of the loan based upon agreements between you and your former partners, the Bank has not agreed to release these guaranties. The Bank’s decision was addressed in the enclosed communication dated June 27, 2023, from the Bank’s counsel, Melissa C******, and our previous responses on March 20, 2024, and June 20, 2024. We are also considering this ****er addressed.
Sincerely,

Justin S****
Complaint Management

Enclosure: March 20, 2024, response; June 20, 2024, response; June 27, 2023, response
Business response
11/06/2024
Dr. ****** *****

Dear Dr. ****** *****,
***** ********* ***
Charlotte, NC 28277

November 6, 2024

RE: BBB Complaint #********
On October 28, 2024, SouthState Bank, N.A. (“the Bank”) received your complaint filed with the Better Business Bureau (BBB). Our understanding of your complaint is that you believe your former business partner inappropriately instructed the Bank to remove you and your wife as authorized users from a business purpose SouthState branded credit card issued by **** ********* ******** (****) without your consent. Additionally, you believe the Bank should remove you as a guarantor on a commercial loan with the Bank. The Bank takes seriously its obligation to fully investigate complaints. Please accept this letter as our response.
As explained in the Bank’s previous responses on March 20, 2024, and June 20, 2024, the Bank’s records indicate you were the authorized officer associated with the now closed credit card for **** ******* ***, as well as an authorized employee cardholder from March 2023 to June 2023 for ******** ******* *****. It is our understanding that you were removed as authorized users on the ******** ******* ***** card by the authorized officer, who would have had full authority to make such decisions pursuant to the credit card agreements. It is also our understanding that the **** ******* *** credit card was closed, rather than you being removed. However, for confirmation and further information you would need to contact ****, as they, rather than the Bank, are the credit card provider on these accounts. Our research determined there is no evidence that supports your allegation of identity theft or faked, forged, or non-compliant documents, and we are considering this ****er addressed. If you have any questions regarding this ****er, please contact **** at ###-###-####.
Regarding your request to be removed as guarantors of the loan based upon agreements between you and your former partners, the Bank has not agreed to release these guaranties. The Bank’s decision was addressed in the enclosed communication dated June 27, 2023, from the Bank’s counsel, Melissa C******, and our previous responses on March 20, 2024, and June 20, 2024. We are also considering this matter addressed.
Sincerely,

Justin S****
Complaint Management

Enclosure: March 20, 2024, response; June 20, 2024, response; June 27, 2023, response
Initial Complaint
10/18/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am writing to formally dispute inaccurate information on my credit report. I am a victim of identity theft and have already filed a complaint with the Federal Trade Commission through IdentityTheft.gov. This letter is my second attempt to have fraudulent accounts removed, as the account listed below is not mine. I have enclosed copies of my credit report with the inaccurate account highlighted, as well as a copy of the identity theft report from IdentityTheft.gov for your reference. Below is the account that is not mine and should be removed from my credit report: SELF/SOUTHSTATE BANK Opened Date: 03/08/2022 Account Number: D00000******** Amount: $527.00 Please conduct a thorough investigation of this account, remove it from my credit report, and provide me with written confirmation of the action taken. Thank you for your prompt attention to this matter.
Business response
10/18/2024
This complaint pertains to an account financed by the Bank but offered through Self Financial, Inc.
Please forward to Self for investigation and resolution at ****************************
Initial Complaint
09/26/2024
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I am writing to file a complaint. On 7/26 - I opened the bank account with a $200 bonus. The requirements were to do 15 transactions and have a $250 direct deposit within 60 days. And a bonus would be applied on or before the 62nd day. I was not able to do the transactions up until the last day because I was not able to activate the card - when I called the number and went through the prompts- it was not letting me. I had to call customer services multiple times and I was always put on long hold times. It wasnt't until the last day I finally found someone and after being on hold they told me the card was blocked (which didn't make sense because it was never used) They unlock it and I can then do the transactions (on the 60th day). However, I do not understand why these transactions are still pending and is probably the reason they haven't given me my bonus. I am kindly asking for understanding in this situation and ask for the bonus to be posted.
Business response
10/04/2024
Dear Carlos De ** R***,
On September 26, 2024, SouthState Bank, N.A. (the “Bank”) received your comp**int filed with the Better Business Bureau (BBB) regarding the Bank’s promotional offer for eligible new customers to earn $200 when a personal checking account is opened, and certain requirements are met. You believe because your debit card was blocked, you were unable to complete the debit card transaction requirements and therefore are requesting the Bank provide you with the $200 bonus. The Bank takes seriously its obligation to fully investigate comp**ints. Please accept this letter as our response.
Research confirmed on July 26, 2024, you opened a checking account in the Bank’s Or**ndo branch. The promotion allows for a 60-calendar day qualification period which ended on September 24, 2024. During the qualification period, you completed the $250 direct deposit requirement but failed to reach the minimum required settled debit card purchase transactions.
We understand you contacted the Bank on September 24, 2024, to activate your debit card and the Bank Representative informed you the debit card was blocked because of too many failed attempts to activate the card. The Representative unlocked the debit card, and then assisted you with the activation process.
Once activated, you completed 14 of the 15 required debit card transactions which posted to your account on September 26, 2024, and therefore, you were ineligible to receive the bonus. Nevertheless, on October 3, 2024, Branch Manager, Debbie K*******, informed you that as a courtesy, your account would be credited the $200 bonus.
We appreciate the opportunity to service your banking needs. If you have any further questions, please reach out to the Ms. K******* at ************.

Sincerely,
Justin Smatt
Comp**int Management
Initial Complaint
08/30/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My acoount was paid off on 7/17/24 in full but I was told there would be not late charges on my account. They paid my escrow amount to me but still charged me a late fee. I have called several times but no resolution. It is noted on the acoount but they are refusing to refund for the late fee.
Business response
09/09/2024
Dear Naomi Al*******,
On August 30, 2024, SouthState Bank, N.A. (the “Bank”) received your complaint filed with the Better Business Bureau (BBB) regarding your belief that you were inappropriately assessed a late fee when paying off your home mortgage loan with the Bank. You are requesting the Bank refund you the late fee. The Bank takes seriously its obligation to fully investigate complaints. Please accept this letter as our response.
Our investigation confirmed you were assessed a late fee of $59.36 on July 16, 2024, as the Bank did not receive your monthly payment due July 1, 2024, timely per the terms of your Note. On July 17, 2024, the Bank received funds to pay your loan in full.
On August 7, 2024, you contacted the Bank’s third-party mortgage service provider Dovenmuehle Mortgage, Inc. (DMI) requesting the late fee be reversed and on August 9, 2024, DMI agreed to refund the late fee as a courtesy. The late fee refund check is included with this response.
If you have any questions, please reach out to the Bank’s third-party mortgage service provider Dovenmuehle Mortgage, Inc. (DMI), at 877.***.****.

Sincerely,
Justin Smatt
Complaint Management
Customer response
09/10/2024
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,
Naomi Al*******
Initial Complaint
08/27/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
8-23-24 i deposited a cashiers check into my business account and the bank is trying to hold my funds for an excessive amount of days around 10-12 and this is not right, i have bills to pay asap.
Business response
09/06/2024
*** *** ******* ***
c/o ***** *******
**** **** ***** ****
Rock Hill, SC 29730
RE: BBB Complaint # ********
September 6, 2024
Dear ***** *******,
On August 27, 2024, SouthState Bank, N.A. (the “Bank”) received your complaint filed with the Better Business Bureau (BBB) regarding a hold placed on funds in your business deposit account. The Bank takes seriously its obligation to fully investigate complaints. Please accept this letter as our response.
A review of your account revealed the $5,500 cashier’s check you attempted to mobile deposit on August 22, 2024, was rejected by the Bank in error.
When you deposited the check in person at the Rock Hill branch on August 23, 2024, an extended hold was placed on the item. On August 30, 2024, Branch Manager, Paige J******, released the hold making the funds available in your account. We understand you spoke with Ms. J****** throughout this process, and she has confirmed with your matter is resolved.
We apologize for the inconvenience to you resulting from this ****er and appreciate the opportunity to serve your banking needs. Please contact Ms. J****** if you have any additional questions at 803.909.6810.
Thank you.
Sincerely,
Justin S****
Complaint Management
Initial Complaint
07/27/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This creditor engaged in abusive, deceptive, and unfair practices of the FDCPA which it prohibits. According to 15 USC 1666b it is a billing error. I did not receive a statement 21 days before the late payment error. If the finance charge is included, there should be no late payments pursuant 15 USC 1605(a) due to the finance charge bringing the sum of all charges so I cannot be penalized for something that is already paid in full.
Business response
07/29/2024
This complaint pertains to an account financed by the Bank but offered through **** *********, Inc.
Please forward to Self for investigation and resolution.
Initial Complaint
07/27/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I recently reviewed my credit report and found an unauthorized account that has been fraudulently opened in my name. I am a victim of identity theft, and I have filed a complaint with IdentityTheft.gov. I have enclosed copies of the complaint and other supporting documents for your reference. The details of the unauthorized account are as follows: Creditor Name: SELF/SOUTHSTATE BANK Opened Date: 11/01/2021 Account Number: CRD000XXXXXXXXXXXXXX High Credit: $297.00 This account was not opened by me, and I have no knowledge of its origin. I request that you investigate this matter and remove this account from my credit report. Additionally, please provide me with any information you may have about this account and the fraudulent activity associated with it. Thank you for your prompt attention to this matter. I look forward to your response.
Business response
07/29/2024
This complaint pertains to an account financed by the Bank but offered through **** *********, Inc.
Please forward to Self for investigation and resolution.
Customer response
08/27/2024
I am writing to bring to your immediate attention a serious issue regarding fraudulent accounts appearing on my credit report. As a victim of identity theft, I am extremely concerned that these inaccuracies could have devastating effects on my financial reputation and future. I have already filed a formal complaint with IdentityTheft.gov and have attached copies of the related documentation for your review. After reviewing my credit report, I identified the following accounts that are not mine and should be removed without delay: Creditor Name: SELF/SOUTHSTATE BANK Opened Date: 11/1/2021 Account Number: CRD000XXXXXXXXXXXXXX High Credit: $297.00 Creditor Name: SELF/SOUTHSTATE BANK Opened Date: 11/1/2021 Account Number: D00000XXXXXXXX High Credit: $1,297.00 These accounts are entirely fraudulent and are the result of identity theft. Given the severe implications of these inaccuracies, I demand that these accounts be investigated and removed from my credit report immediately.
Initial Complaint
07/22/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I wrote a letter to Southgate pertaining to a 30 day late payment on my credit report. The payment was made May 15th Via their mobile app. It was an issue with their app which they provided to make the payments through. The payment was processed on my end. This is on them and I am filing a complaint with the BBB for their fraudulent practices. After sending them my last correspondence they replied and said they are legally obligated to report late payments. Well they are also legally obligated to supply a working means of paying my bill. The payment failure was 100% due to their equipment malfunctioning not due to anything on my part. These late payments are in clear violation of the Fair Credit Reporting Act, as it inaccurately reflects my payment history. As per the law, I request that they conduct a comprehensive review of their records to rectify this error promptly. It is imperative that they provide me documented evidence supporting the validity of this late payment. Should they fail to provide such evidence, I demand that they update the late payment entry on my credit report accordingly. Failure to comply with this request will leave me no choice but to pursue legal action to ensure the accuracy of my credit report and protect my rights as a consumer. Your immediate attention to this ****er is imperative. Nowhere in the FCRA does it state they must report a payment late when it's due to your own doing. I have attached screenshots that proves the payment was made with confirmation. If my late payment isn't updated to paid as agreed I will pursue litigation via state and county court or Arbitration they are violating the law. You are being abusive and unfair with your practices. They are causing severe financial harm and depression to me and my family with their abusive practices
Business response
07/30/2024
******* ******
**** **** ****** *****
Lakewood Ranch, FL 34202

July 30, 2024
RE: BBB Complaint # ********

Dear ******* ******,
On July 22, 2024, SouthState Bank, N.A. (the “Bank”) received your complaint filed with the Better Business Bureau (BBB) regarding your belief that due to a malfunction with the Bank’s online banking system, your home mortgage loan payment due May 1, 2024, was not processed on time and the subsequent reporting to the Credit Reporting Agencies (CRAs) as past due is inaccurate. You are requesting the Bank take action to update its credit reporting. The Bank takes seriously its obligation to fully investigate complaints. Please accept this letter as our response.
Our investigation revealed that you have a home mortgage with the Bank, originated on September 25, 2020, with monthly payments due on the first day of each month with a fifteen (15) calendar day grace period. If your payment is not received within thirty (30) calendar days of your due date, then the Bank is obligated under applicable law to report your loan as past due to the CRAs.
Our review of the Bank’s online banking system’s performance history revealed no evidence of malfunctions at the time of your loan payment attempt on May 15, 2024. Since we did not receive your payment by May 15, 2024, we sent you a Delinquency Notice on May 17 and a Reminder Notice on June 4, 2024. The Bank finally received your May payment on June 6, 2024, but that was more than thirty (30) days past the due date.
While we sympathize with your situation, the Bank is required under the Fair Credit Reporting Act (“FCRA”) to report accurate and timely information to the CRAs, whether positive or negative. The Bank has reviewed and confirmed the reporting of your loan as past due was required and accurate.
If you have any questions, please reach out to the Bank’s third-party mortgage service provider Dovenmuehle Mortgage, Inc. (DMI), at ###-###-####.

Sincerely,

Justin S****
Complaint Management
Initial Complaint
07/22/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I wrote a letter to South State Bank pertaining to a 30 day late payment on my credit report. The payment was made May 15th Via their mobile app. It was an issue with their app which they provided to make the payments through. The payment was processed on my end. This is on them and I am filing a complaint with you (BBB) for their fraudulent practices. After sending SouthState Bank my last correspondence they replied and said they are legally obligated to report late payments. Well they are also legally obligated to supply a working means of paying my bill. The payment failure was 100% due to their equipment malfunctioning not due to anything on my part. These late payments are in clear violation of the Fair Credit Reporting Act, as it inaccurately reflects my payment history. As per the law, I request that South State Bank conduct a comprehensive review of their records to rectify this error promptly. It is imperative that they provide documented evidence supporting the validity of this late payment. Should they fail to provide such evidence, I demand that they update the late payment entry on my credit report accordingly. Failure to comply with this request will leave me no choice but to pursue legal action to ensure the accuracy of my credit report and protect my rights as a consumer. their immediate attention to this ****er is imperative. Nowhere in the FCRA does it state they must report a payment late when it's due to their own doing. I have attached screenshots that proves the payment was made with confirmation. If my late payment isn't updated to paid as agreed I will pursue litigation via my state and county court or Arbitration They are violating the law. They are being abusive and unfair with their practices. They are causing severe financial harm and depression to me and my family with Their abusive practices
Business response
07/30/2024
****** ******
**** **** ****** *****
Lakewood Ranch, FL 34202

July 30, 2024
RE: BBB Complaint # ********

Dear ****** ******,
On July 22, 2024, SouthState Bank, N.A. (the “Bank”) received your complaint filed with the Better Business Bureau (BBB) regarding your belief that due to a malfunction with the Bank’s online banking system, your home mortgage loan payment due May 1, 2024, was not processed on time and the subsequent reporting to the Credit Reporting Agencies (CRAs) as past due is inaccurate. You are requesting the Bank take action to update its credit reporting. The Bank takes seriously its obligation to fully investigate complaints. Please accept this letter as our response.
Our investigation revealed that you have a home mortgage with the Bank, originated on September 25, 2020, with monthly payments due on the first day of each month with a fifteen (15) calendar day grace period. If your payment is not received within thirty (30) calendar days of your due date, then the Bank is obligated under applicable law to report your loan as past due to the CRAs.
Our review of the Bank’s online banking system’s performance history revealed no evidence of malfunctions at the time of your loan payment attempt on May 15, 2024. Since we did not receive your payment by May 15, 2024, we sent you a Delinquency Notice on May 17 and a Reminder Notice on June 4, 2024. The Bank finally received your May payment on June 6, 2024, but that was more than thirty (30) days past the due date.
While we sympathize with your situation, the Bank is required under the Fair Credit Reporting Act (“FCRA”) to report accurate and timely information to the CRAs, whether positive or negative. The Bank has reviewed and confirmed the reporting of your loan as past due was required and accurate.
If you have any questions, please reach out to the Bank’s third-party mortgage service provider Dovenmuehle Mortgage, Inc. (DMI), at 877.592.4003.

Sincerely,

Justin S****
Complaint Management

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