Consumer complaint received 2021-03-01
Company: Experian Information Solutions Inc.
State: CA
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: Investigation took more than 30 days

Complaint:
XXXX of XXXX XXXX XXXX- I have been having issues with my prior mortgage servicer AND the credit reporting agencies who've failed to properly investigate and don't allow me an option to submit more then one complaint once they've claimed to have investigated. 

To begin, I was the victim of the XXXX XXXX, a designated Presidentially declared disaster in XX/XX/XXXX. I was current on my mortgage payments and in XX/XX/XXXX, I informed my mortgage servicer of the XXXX, of the situation and requested assistance in the form of a forbearance while we waited for our homeowners insurance. 

This is where the games began. The extent of assistance received from XXXX was a loss mitigation package which required hundreds of documents, ( obviously we didn't have any ) instead of just offering payment refilled as a courtesy for DISASTER victims for 3 or 6 months. It's not that difficult to offer assistance to disaster victims while awaiting insurance pay outs. 

We continued to make mortgage payments as we couldn't bear to deal with more headache and were hopeful our homeowners insurance would pay. Well, when insurance didn't pay and we found ourselves out of pocket hundreds of thousands we called XXXX XXXX XXXX XXXX  again and requested a 12 month forbearance. Once again they mailed a loss mitigation package and requested the same paperwork along with a hardship letter. We were XXXX XXXX. 

We filled out all the forms, wrote all the sad letters, did everything they requested and would call in daily to get an update as to if they would grant us this relief. We were not given a single point of contact so we spoke with whomever answered the phone and each gave us the run around and no answer. 
During this time we couldn't make the mortgage payments, living in a XXXX  with 2 kids, animals in boarding and re purchasing clothing and the the most basic of necessities. 

XXXX of XXXX XXXX started to report our account as past due to the credit agencies even though they said they wouldn't because we were in an active Loss Mitigation. 

They began reporting in XX/XX/XXXX and they kept on going despite our pleas and fulfillment of ridiculous requests. 
We finally were assigned to a LOSS DRAFT representative named XXXX but apparently tLOSS Mitigation and Loss Draft don't speak and well our representative left for the day at about XXXX XXXX pacific time so getting ahold of her wa n't easy. 
We asked daily about the status of our application and would be told it was under review. We were never told it wasn't complete, we were never told they were going to foreclose on our property, we were never told anything. 

We received a letter stating we were in default ( even though we were supposedly in loss mitigation ) so we reached out to XXXX XXXX XXXX housing counselors who stepped in to help. XXXX XXXX was our HUD rep and would call XXXX XXXX  XXXX on our behalf with us on the line and she was given the same run around we were given. 
She was told they would not be sending us into foreclosure, and she was told they received ALL requested documents and they were being reviewed. 
Still no point of contact 3 months later. 

In XX/XX/XXXX, the same day the HUD counselor spoke to XXXX and was told they would not be sending us to foreclosure, XXXX XXXX XXXX forwarded our account to the XXXXXXXX XXXX XXXX  to begin foreclosure proceedings, on WILDFIRE VICTIMS. At this point LOSS DRAFT was holding a check from insurance but would not release it even though it was for personal property ...

We received the foreclosure letter and notice of acceleration from The XXXX XXXX XXXX with {$1000.00} late fees, {$510.00} foreclosure fee, {$210.00} for FORCASTED late fees and {$14.00} property inspection. A reinstate bill of {$38000.00} due by 10-15 and payable only to the XXXX XXXX 

After selling my wedding ring, we called XXXX XXXX  XXXX who said they couldn't speak to us since it's been turned over to the foreclosure team at XXXX and so we paid the XXXX {$38000.00} on XX/XX/XXXX by wire. 

We asked so many times to get verification of this payment and that is was made by the due date as we could not bear another late reporting to our once 800 plus credit now ruined. We were only verbally told it should be fine.. Not reassuring. 

Moving on, XXXX XXXX XXXX, like clockwork reported us late to all XXXX agencies. They said we didn't pay them. Well here 's my receipt! Right here! Still refused to fix their mistakes. 

Then again they marked us late in XX/XX/XXXX, even though we have documentation of proof of on time payment. Only then were we told our LOSS MITIGATION application was not complete and that's why it was sent to foreclose. Mind you the same day they told HUD and us that is was complete. We were never given an option for any other work arounds. 

In XX/XX/XXXX we received a letter saying our loan had been sold to XXXX XXXX XXXX  ( My god I was happy ) to never speak to XXXX XXXX  XXXX again and on our welcome letter it states that for 60 days following the transfer of a loan there will be no negative reporting because the previous lender XXXX XXXX XXXX XXXX XXXX stopped taking payments. 

Well guess what? My credit is marked LATE in XX/XX/XXXX! THEY CLOSED AND SOLD MY LOAN AND ARE STILL REPORTING ME LATE! 

I have begged EXPERIAN to investigate again and because I have already complained I'm not allowed to again. 

My CREDIT IS DESTROYED BECAUSE OF XXXXXXXX XXXX XXXXA! I AM NOW DIVORCED after 20 years because of XXXXXXXX XXXX XXXX AND HOMEOWNERS INSURANCE FAILURE. 

I am only asking for someone to do their job and FIX the MESS they've caused me. I had to pay a {$20000.00} up front payment on a rental because my credit is a disaster. It wasn't enough I was an innocent victim of a wildfire, I'm the victim of ABUSE by Banks and credit agencies. And GET THIS!. There was NEVER any NOD filed on my home, they just claimed there was. So how did they sent to an attorney and why was I charged thousands when it's not legal? 

XXXX was also set to release our personal property insurance payment in XXXX but that got transferred along to the new mortgage servicer too. And we were locked out of our account and unable to retrieve any correspondence from them. Last communication was XXXX NOTE : The Hardship letter dated XXXX was not original, XXXXXXXX XXXX XXXX  made us change the date as they said letter would only be good for 30 days at a time. We questioned re dating original and they told us to do it.

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