Consumer complaint received 2022-11-03
Company: Experian Information Solutions Inc.
State: TX
Product: Credit reporting, credit repair services, or other personal consumer reports
Sub-product: Credit reporting
Issue: Problem with a credit reporting company's investigation into an existing problem
Sub-issue: Their investigation did not fix an error on your report

Complaint:
I requested assistance with my mortgage loan which was granted either in XXXX or XX/XX/XXXX from financial difficulties associated with the Covid pandemic. 

In XX/XX/XXXX or XX/XX/XXXX I contacted XXXX mortgage to review my account. Spoke with a rep named XXXX XXXX she said the review would take 60 days to review and I would be contacted by XXXX for next steps. 

XXXX XXXX Still no update received. Statements indicate a late fee charged. Called and unable to recall rep name- review not received and resubmit request again- wait another 60 days for next steps. 

In XX/XX/XXXX I received a notice saying I needed to contact XXXX before foreclosure proceedings were initiated. Spoke to another rep stating I need to initiate loan modification to keep my home and documents would be sent to me. I looked online, saw document and filled out to submit. Explained that I was no longer with husband and I would be handling all things related to loan going forward. Submitted all requested documents to avoid foreclosure in addition to hardship statement. a few days later received an email stating documents were not received, uploaded a second time. Attempted to make a payment online and calling rep- told I could not make any payments during this time because the information on the account would not be accurate but I was still under the Covid relief plan so no action would move toward foreclosure and no fees would be incurred. 

Called back about a week later for status on account- told that estranged husband would need to sign documents for loan modification. I advised rep that I had not seen or spoken to spouse since separation in late XXXX. Rep said we want to help but unfortunately we can not process even though he is not on loan due to state laws. I asked for remedies to keep my home, she advised locate husband and ask to find him, file for legal separation, or outside financial mortgage assistance programs. Asked how long that would take she had no answer. I asked status of loan, she said was due to be referred for foreclosure review XX/XX/XXXX. 

I withdrew {$20000.00} from XXXX to save my home from foreclosure initiate given no other alternatives. 

On XX/XX/XXXX I called to make payment of {$20000.00} Initial rep told me event with this amount of payment, my loan would still be submitted for review on XX/XX/XXXX. Asked to speak to supervisor- connected to XXXX XXXX he advised I needed to pay {$20000.00} confirm # XXXX. Total due on account {$28000.00}. After payment remaining balance {$8500.00} and that my account although would remain with foreclosure review team I would be ok because this was a significant payment and I was still not incurring any fees or lay charges. 

On XX/XX/XXXX I called to make payment- {$2900.00} confirm # XXXX rep said it would cover XXXX payments XXXX XXXX XX/XX/XXXX. XXXX payments remain XXXX XXXX XXXX XXXX {$5500.00} and still not incurring late fees or charges. 

I applied for an auto loan on XX/XX/XXXX at XXXX different dealerships and was told due to credit, I would not be approved. I requested the first credit report to see what was on it, I've never had a problem obtained auto funding before. 

I see that XXXX had not reported any payments made to XXXX or Experian and reported my account as XXXX to XXXX. 

Called on XX/XX/XXXX and spoke to XXXX XXXX. payment made {$4100.00} confirm XXXX for XXXX payments {$1300.00} each. Spoke to him about credit reporting and I experience direct adverse reaction from auto lenders based off their reporting. He said " my type of loan '' has caused a lot of problems for lenders with the Covid Relief and that my previous lender was not reporting my loan so they would not either. I told him that if their current practice was to report, then they should report regardless of what the preview lender did. This was not true by the way- the previous lender did report to credit bureau XXXX We spent several minutes on the phone reviewing the balances changing over time and fees added to account. I asked several times when the Covid relief plan was removed from the account and he changed the dates several times- unable to give a specific date because fees were still being charged to the account. I told him every time I had spoken to a rep ( including himself ) I was told I was still under the plan and not incurring any fees, so when was the deferment over and how was I not told? By the end he said " he could credit the account by {$100.00} ''. He asked me to email him screenshot of credit reports and he would have it reviewed. Email was sent with several screenshots and request for reporting. 

XXXX XXXX after calling XXXX and asking for return call, received a call from XXXX said that account was reviewed and that reporting would be done through XX/XX/XXXX as on time and would be reported " this week or next week ''. 

XXXX XXXX new dispute results received with same information as " verified ''. I called and left XXXX and voicemail XXXX XXXX returned call from XXXX apologizing for not getting back. Said that they report once a month even with disputes received, the information provided is what is on the account at the time. I questioned logic because my account has been updated with multiple payments and according to him, not on deferment " so why was account not reported as up to date no longer in deferment? '' He had no answer for contradictory actions. Confirmed that report would be updated on " this week '' showing current thru XX/XX/XXXX. He called back a few minuets later to ask when XXXX payment would be made- I said soon. Understanding they would have to report as late. 

Disputes refiled with reporting agencies on XX/XX/XXXX. Results received show no updated payments since XX/XX/XXXX ; or late for XX/XX/XXXX. 

Resubmitted auto loan application 2 days prior as need still remains- companies still will not extend or offer extremely high rates because mortgage is showing as not paid.

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation