Loan servicing, payments, escrow account

I am a Mortgage broker and have been work with a family that owns a home on Hawaiian Home Lands. The own the lease, and have a great need to refinance. Their current rate is 6.74 %.
XXXX and XXXX XXXX have never been 30 days late in paying their mortgage to XXXX XXXX XXXX since XXXX. However, the mortgage was sold to Penny Mac on XXXX XXXX XXXX. You can see the print out from Penny Mac showing a late fee of {$1100.00}. How can this be late when no notice was served?. Attached are copies of checks of payment for the months of XXXX, XXXX XXXX showing all payment to XXXX XXXX XXXX were paid on time. Once the mortgage was sold to Penny Mac everything went sideways. The first payment to Penny Mac show a last fee of {$1100.00} but was never reported late? Attached is a print out from their account with Penny Mac which shows all their payments.

A late payment ( greater than 30 days ) was reported on XXXX XXXX. That month the payment increased from {$2900.00} to {$2900.00} without prior notice. In XXXX XXXX, they accidentally paid the old payment of {$2900.00}. However, they paid the difference by the end of the month. How can this be thirty days late? We need your help! My clients have called Penny Mac many times and have had no results. WE want to have the late payment removed from the XXXX credit report ASAP. Sincerely, XXXX XXXX, XXXX, XXXX XXXX XXXX XXXX

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